A critical eye and careful editing are step one. Once content is under control, look next to appearance. Does spacing allow adequate room for information that must be filled in? Is the font style readable? Is the company logo consistently used? If copies are produced “in-house” are they crisp, straight, and completely readable? By preserving the original you have a better chance of producing readable copies of frequently used items. Note the file name on the back of the master so you can locate it on your computer and produce a new master when necessary. That might also be a good time to ask whether content updates are in order.
When paperwork appears authoritative rather than amateurish, customers take the information it contains more seriously. Company personnel present the information with more confidence and discuss it with greater conviction. Many previously debated details are eliminated as a result. And fewer debates lead to greater customer satisfaction.
The paperless office is still in the future. Meanwhile, wise companies will invest the time and attention needed to make their paper trail as attractive as possible. While many might suggest that customers should judge the builder by the home that is delivered, the reality is that customers judge builders by the accumulated details of the entire experience. A company that demonstrates that its commitment to quality includes even its paperwork is sending a clear message: Details matter and we are on top of all of them.
Carol Smith offers customer service assessment, consulting, and training programs for home builders. She can be reached at csmithhomeaddress@att.net.
