How technology helps us manage relationships with our clients.

Expectations are high, and they keep getting higher. But this isn’t news to us. As a new home builder, especially in today’s climate with increased material costs, we are aware of the added pressure to make our clients happy.

Exceeding client expectations is important to ACH when it comes to building new homes, and now more than ever, homeowners expect an interactive experience. That’s where custom home builder software like Buildertrend can help us to keep our clients engaged, happy, and excited about working with us.

Here’s how we manage home builder client expectations using technology.

Providing real-time communication

Efficient, clear communication methods are the best first step when it comes to effectively managing home builder client expectations. Conflicts often arise as a result of miscommunication of important project details such as change orders or an increase in price for building materials. Keeping everyone on the same page will keep projects running smoothly and reduce the amount of unnecessary friction during the job.

Using Buildertrend’s custom home builder software and its Customer Portal feature for real-time communication is the best way to stay connected with our clients. It not only makes them happy, but it’s also a great way to keep our projects moving. We need our clients or their hired designers to make decisions regarding their product selections, material options and other finishes. They can log in at any time to check updates, add selection choices, see pricing and included allowances, leave comments, and potentially make payments through their online customer portal in Buildertrend.

Transparency about the project timelines

Delaying timelines for new home builds is something that should be avoided at all costs. Not meeting deadlines and being unclear about the completion date for a new house can lead to unnecessary turmoil and unhappy clients.

This can help keep timelines on stay on track and us to exceed high client expectations with Buildertrend’s scheduling feature. The Schedule creates efficiency when managing job timelines and allows for seamless adjustments. Hitting a small bump in the road is no longer an issue with the ability to make shifts with ease. Schedule items in Buildertrend can be linked together, so fast timeline updates can be made almost instantly. Being able to make these quick changes will help manage home builder client expectations and ensure our build will be completed on time.

ACH wants to be openly transparent with our clients by giving them the ability to follow along. We prioritize open communication by sharing schedule items, so you can always be aware of what’s being completed based on our stages, and in some instances daily activity.

Creating relationships and client loyalty

It’s important for us to keep in mind that homeowners want to feel some sort of a connection with the person or people that are working on their new home. We do our best to be personable, friendly and take the time to get to know you. We work hard to understand the wants and needs that our clients have for their project, and give them comfort in knowing if they choose ACH they’ll have the best experience. Pairing professionalism with personal connection is how to build trust in construction.

Gathering client surveys and feedback

We are fully engaged with our clients through every step of the process, even after we have finished their project. We like to use tools such as simple surveys to get feedback. We will aks questions along the way because we truly want to know how we are doing throughout the build as well as what we could be doing better. When the project is complete, we will meet for the delivery stage of your new home. We will then send them an email and include a survey to request both testimonials and referrals about their experience building with ACH.

Managing client complaints

Although we’d like to think that if we do everything right, our clients will always be satisfied, but that is not always true. So, when we do receive criticism from a client, we feel that it’s best to take it in and learn from it. We will do our best to improve in areas needed and do our best to to resolve the issues. We understand that just because our clients are addressing some concerns, it doesn’t mean they aren’t happy and won’t come back. And we truly hope that they will remain our client and will still send their friends and family our way.

No matter what the feedback may be, whether it’s positive or negative in nature, we appreciate the honesty and will use it to improve and grow as we move forward.

Let Ambition Custom Homes help you avoid these common client relationship breakdowns