Building Success with Happy Home Owners Happy home owners are the No. 1 referral source for home builders and remodelers. Companies that forget to keep that top of mind are in for a bumpy ride, presenter Ed Earl of Priority One Projects told attendees at an educational session during the 2017 NAHB International Builders’ Show. “Quality construction does not guarantee a happy home owner, because your home owner is going to focus on the construction process rather than the final product,” Earl said. “The home owner is part of the project, and [he or she] is the best source of your new business.” We need to communicate effectively and make sure to manage expectations,” Earl said. It does not matter how many DIY cable shows the average home owner watches, or maybe because of them, the average home owner “doesn’t understand construction on a fundamental level. They don’t understand it’s a process. You can’t go and buy a kitchen in a box from Amazon.” Continually managing customers’ expectations and ensuring they understand the meaning and impact of change orders will save them a lot of heartache and bad feelings, he said. Learn each customer’s communication preferences, including which channels and how often. Sometimes it’s one long email at the end of the day, or a series of texts throughout the day, and for others it’s speaking by phone. Make sure you find a method that works for the customer. No matter what the form of communication, document everything. “A group text is great for a lot of conversations,” Earl said, “and a way to get husbands and wives on the same page, but make sure you get a screenshot of the conversation and put it in your records.” Investing in a cloud-based construction management system is a great customer service tool because your home owner can log in and see the progress, view photos and see what’s on the schedule. Audio recordings of IBS education sessions, like Building Happy Home Owners, can be purchased on nahb.org. Look no further for an insurance agent who can work with you to design an insurance portfolio just right for your business. If you engage in construction or remodeling of one or two family residences in CT then I want to talk to you. Our construction insurance program includes: • General Liability • • • Property Business Auto Inland Marine • Workers Compensation • Umbrella • Builders Risk Kim Marie DiMatteo, CIC, MWCA I have been in the construction insurance business since 1992. I know the markets, the products, and what’s right for you. Call me today to schedule a convenient appointment. 79 Bridgeport Ave, Shelton, CT 06484 | 203.924.5429 | www.dimatteogrp.com 32 | HBRA of Fairfield County | FEBRUARY 2017
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