Buyer Profile.
Smooth hand-offs begin in the sales office. Buyers volunteer a good bit of information in their conversation with salespeople. Details are often related to the original decision to purchase a new home, selecting features to include in it, or to concerns the buyers have about the building process. A thoughtful buyer profile can contribute a standardized set of details. Who are these buyers? Where are they from? Do they have children? Pets? Hobbies? An elderly parent living with them? Where do they work? Have they expressed any worries? What has their previous new home experience been? Are they moving up, down, or across? Include a spot for the salesperson to note how to pronounce unusual names and make notes regarding language barriers as applicable.
Questions or concerns about design or construction technique can be noted, along with how each was resolved. As history accumulates, personnel who will work with the buyers in the future are assured of clear insight into factors that can affect customer satisfaction.
Whether the system for managing this is electronic (recommended) or on paper, the effort involves three steps. First, create awareness among personnel regarding the value of effective hand-offs. Second, set up a method for gathering and transmitting details from one function to the next.
Third, train personnel in the kind of details that should be included. Avoid opinions or hunches, especially anything derogatory. Observations such as “he’s a real grouch and she probably needs to be on medication” have no place in this process. Keep in mind that a judge can require you to share the contents of this file—whether it exists on paper or on your computer.
So stick to the facts: He’s a university professor and she’s the head of aerobics instructors at the local fitness center, they have three school-age children and a pet rabbit. The whole family is involved in school activities. They have expressed concern about finding a place to store their boat. Her mother may be living with them at some point due to health issues. When this family meets the superintendent, who has a boat stored nearby, the conversation can begin on a positive note. When the closing agent greets them, she has something in common with them as well: Her father has lived with her for nearly two years now.
As builders recognize the level of detail required to provide exceptional customer service, such procedures will become more common. Make them part of your processes now and gain the advantages they offer.
