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After report reveals Denver builders’ failure to capitalize on leads, pros stress basics such as phone calls and handwritten thank-yous.
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Timely, relevant responses to requests for information are rare.
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Strategy eliminates desire to wait for further price drops.
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New-home buyer satisfaction held its own in 2006, despite the housing slump that began in earnest that year, according to the 11th annual new-home builder customer satisfaction survey, released this morning from J.D. Power and Associates. Nationally, the overall customer satisfaction index score rem...
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By implementing and continually refining a comprehensive commitment to quality management, Atlantic Builders has since reduced warranty costs to one-quarter of 1 percent of its annual revenue, a savings of about $2,200 per house. The company also has shaved more than a month off its per-house cycle ...
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IF YOU WANT TO WIN THE game of repeat and referral business, there is no question that it is won and lost on warranty service. Customer satisfaction hinges heavily on response time to warranty service calls and whether the repair corrected the problem. But builders that truly are committed to creati...
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Builders play the cards they’ve been dealt to stay afloat.
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A builder’s bankruptcy can be devastating to home buyers.
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Not too long ago, First American Title, one of the industry's largest title companies, found itself on the defensive when some of its large builder-clients complained that its service wasn't cutting it with their customers. “Builders said to us, ‘You guys have to change,' ” recalls Mike Hinkle, a vi...
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When it comes to customer service, April may indeed be the cruelest month. This is when the dreaded J.D. Power and Associates starts to mail out thousands of surveys to people who bought new homes within the last 16 months. Suffice it to say, if you are only now trying to wow customers with a magic ...
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The global marketing information services firm J.D. Power and Associates is widely known for its analyses and rankings of automobiles and home builders, but now the Westlake Village, Calif.–based company has turned its sights on major appliances. In its 2005 Major Home Appliance Study—the inaugural ...
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Though some builders are skeptical, consultant Paula Sonkin of J.D. Power & Associates maintains that there is no correlation between the size of the home builder and how well it does on the annual J.D. Power customer satisfaction scores.
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New home buyers are more satisfied than ever with their builders, even as the number of units built and the average price of a house increases
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Builders are going the extra mile throughout the sales process, during construction, and even after buyers have settled into their new homes.
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To find the best practices for employee retention, BUILDER looked at Baptist Health and insurance underwriter ACUITY, two companies that overcame high turnover, poor morale, and subpar performance to become leaders in employee and customer satisfaction.
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A study prescribes specific and proven methods that deliver superior customer service and achieve extraordinary levels of buyer satisfaction.
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By BUILDER Magazine Staff. At KB Home, Leah Bryant is committed to top-notch customer satisfaction. Bryant was recently made regional general manager of KB Home's Las Vegas, Phoenix, and Tucson, Ariz., divisions.
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First in a three-part series examining what motivates new-home buyers vs. what builders and contractors think motivates them.The research was sponsored by Whirlpool Corp. and the National Association of the Remodeling Industry.Hanley-Wood, LLC, publisher of BUILDER and REMODELING magazines, and the ...
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At Don Simon Homes, the company measures its progress toward perfection every step of the way. If that statement by the president of Don Simon Homes is true, there's not a shred of myth left at the Madison, Wis., company, where everything--punch-list completion, customer satisfaction, job applicant ...
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Successful home building is much more than just closing large numbers of units, yet volume remains a distraction in the industry.