Because home buyers invest a lot of emotion and money into their newly built home, it is important for home builders to have a strong customer support team, an in-house SWAT team if you like, to handle the most unhappy and aggressive buyers. It is essential to do so because with social media it doesn’t take much to lose customers. Some strategies include identifying potentially hostile customers in advance, building your SWAT team, documenting all actions, and providing immediate follow-up and resolution.
- Have active CRM (customer relationship management) programs in place to identify buyers who may need intervention. The CRM program manages work ow and documents warranty requests
- Your SWAT team should include a project superintendent, a warranty representative, and an executive from the main office who is authorized to make warranty repair decisions
- The team should meet with the homebuyer at the house, which might require evening or weekend appointments, address each area of concern, and determine an appropriate action.
“Every builder will benefit from a crew ready to go into action when a potentially hostile situation emerges.”