Building a Home, Ruining Trust
Rich Las Vegas, NVadministrator Posts: 582 Site Admin
edited January 2007 in Customer Service and Customer Experience
I am obsessed with customer service lately. I think I might be becoming one of those consumers who EXPECTS to be treated a certain way. Maybe it`s because I spend so much time here at StartupNation advocating the best business practices and how to become successful.In any event, like my post about waiting in the Doctor`s lounge, I also have some recent experience with home builders and related contractors. First a disclaimer - the process and trade skills of building a home totally fascinates me - i love the nature of the work immensely. It`s creative, it`s about strategy (sequencing), it`s tangible, and it`s filled with dreams and visions of a future that come to life upon completion. Also, there are very high quality people in the business of construction.But what I noticed on my project and have heard about so many others--to a person--is that building a home can also be a miserable process. More often than not, the contractor and subs have nowhere NEAR the level of care or concern for a quality end result as the customer. In fact, it seems like "cutting corners" (no pun intended) is institutionalized in the sub-contractor world. And the subs are part of a club where there`s a CYA code in place...I`m looking for perspectives about the home construction trades/entrepreneurs and for any ideas and recommendations that would clearly make their business one that is known for excellence in customer experience, rather than the seemingly rampant view that building a home is the most stressful experience you can have... also referred to as, "a nightmare..."i hope we can assemble some great advice here...
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