Classic Folios reveals the top five tips for customer care that developers can incorporate into their service for tenants and homeowners
With 86% of buyers willing to pay more for a better customer experience, it has never been more important for homebuilders to deliver excellent customer care.
As the proud providers of market-leading customer service, we thought we’d put together our Five Top Tips for ensuring your homebuyers feel they’ve had a positive customer experience.
Buying a new home is the largest investment most people will make in their lifetime. For that reason, homebuyers can often find the experience stressful, overwhelming and problematic.
But a happy homebuyer is a loyal one. Last year’s National New Homes Customer Satisfaction Survey (CSS) found that 91% of new build buyers would ‘recommend their builder to a friend’. A satisfied customer is also likely to buy with you again, with 87% of the same survey’s participants saying they would buy a new home from the same builders in future.
Investing in your customer care throughout the build process, through completion and after those shiny new keys have been handed out, is essential for a positive customer experience.
So how can homebuilders ensure they are providing the services that customers want and need?
Mapping the customer’s journey
Buying a new home can be a daunting experience. It is the job of your customer care team to help alleviate buyers of any undue stress, by carefully mapping out the customer journey from the outset. Honest and detailed information about processes and timescales are an important opening to the buyer/builder relationship.
Once the stages of the building and buying process have been identified, it is a good idea to provide resources for your buyers, allowing for further reading at their own leisure.
Ensuring your buyers are aware of the ongoing elements of the house build at this early stage of the process, enables your customer care team to manage expectations and, often, prevent complaints about timings and schedules. An informed buyer is more understanding in the case of any delays or problems along the way. This approach also leads to a relationship of trust between the buyer and homebuilder, which is beneficial to future communications.
Clear communication and advice
By clearly mapping out your customer’s journey, your care team will already have embarked upon a buyer/builder relationship based on open communication. This initial outlaying of procedures is a chance for your customer care team to get to know the buyers, what they want and need from their home, and maybe prompt any questions they haven’t yet thought of…
Read the rest of the article in our latest issue
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