CARPENTRY INTRODUCTION AND DESCRIPTION OF CARPENTRY COMMON TOOLS
IBS2009ReferHeaven 124200863306PM [Read-Only] · - Troubleshooting tips for mechanicals…. -...
Transcript of IBS2009ReferHeaven 124200863306PM [Read-Only] · - Troubleshooting tips for mechanicals…. -...
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2009 International Builders Show2009 International Builders ShowLas Vegas, NevadaLas Vegas, Nevada
January 20, 2009 3:30January 20, 2009 3:30--5:00 pm5:00 pm
Referral HeavenIncrease Referrals & Reduce Warranty Costs
Carol Smith(719) 481-6247
www.cjsmithhomeaddress.com
Deserve ReferralsDeserve Referrals
• Superior housing value: opinion in customer’s head
• Superior relationship:opinion in customer’s heart
PreviewPreview
• The Satisfaction Message• Align Expectations• Warranty Excellence• Beyond Warranty• Referral Program
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PreviewPreview
• The Satisfaction Message• Align Expectations• Warranty Excellence• Beyond Warranty• Referral Program
An 8% Increase inAn 8% Increase inCustomer Satisfaction =Customer Satisfaction =
• Increase in revenue 8-19%• Decrease in warranty costs 17-24%y• Increase in profits 13-28%
Independent 4-year study,involving 200 communities in 7 citiesby Professor Kenneth A. Merchant, Marshall School of Business, USC
9595--96%96%Optimum level:Optimum level:
balancing cost & return
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Impact of Warranty ServiceImpact of Warranty Service• Eliant Surveys: By year end, more than 41% of a homeowner’s
referral decision is based on satisfaction with warranty
• Woodland-O’Brien: The average builder loses nearly 25% of their homeowners’ willingness to refer during warranty
• Avid Ratings: How well production builders handle warranty service seems to be the dominate factor in customer satisfaction
• Customer Follow Up: Our data shows warranty satisfaction is the greatest influence on referrals after one year in a new home
JD Power & AssociatesJD Power & AssociatesWarrant ser ice 16% (20%)• Warranty service 16% (20%)
• Construction manager 15%• Home readiness 13%• Sales staff 13%• Quality 10%• Price/value 12% (8%)
PreviewPreview
• The Satisfaction Message
• Align Expectations• Warranty Excellencey• Beyond Warranty• Referral Program
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Warranty & Maintenance Warranty & Maintenance ExpectationsExpectations
• Sales• Sales• Design• Construction• Orientation• Warranty
Sales OverviewSales Overview• Product
- Included- Selected
• Quality- Walk the show home with home buyers:- Walk the show home with home buyers: - Inside & out, basement & garage
• Warranty service- Types & duration of coverage- Contact: emergency, standard visits, random requests- Homeowner guide for details
Direct detailed questions to warranty
SelectionsSelectionsSelectionsSelectionsRealistic displaysModel home familiarity“We want you to make informed decisions”
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Frame Stage TourFrame Stage Tour• Plane & shim studs• Glue & screw floors• Pipes protected
Drywall shrinkage repairsSqueaks still possibleVentilation & inspectionPipes protected
• Insulation is nextVentilation & inspectionAfter work in the attic …
Homeowner OrientationHomeowner Orientation• Use, care, warranty• Long term performance• Refer to homeowner guide
f h- Refresh memory….- Here’s where you’ll find….- Good information, including a diagram….- Troubleshooting tips for mechanicals….- Reporting procedures described- Forms
During WarrantyDuring Warranty• Warranty guidelines• Inspection conversations• Repair technician conversations
L tt fi i i t ibiliti• Letters confirming maintenance responsibilities• Updates or reminders• Community workshops/seminars
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PreviewPreview
• The Satisfaction Message• Align Expectations
• Warranty Excellencey• Beyond Warranty• Referral Program
Avoid Avoid BuyerBuyer
AbandonmentAbandonmentThanks for the dough!
Now go away
Drop in Homeowner SatisfactionDrop in Homeowner SatisfactionBetween closing & year end:
8-11% typical,as high as 35%
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Avoid Buyer AbandonmentAvoid Buyer Abandonment• Transition service• Builder-initiated warranty visits• Friendly policies• Long term relationship
Transition ServicesTransition Services• Moving preparation
– Packet– Maintenance & touch up kit
• Move-in day– Check for questions– Survival kit
Reserve parking
• After move-in– Sales visit with thank you gift– Selection consultant visit with
product samples– Construction visit to answer
questions– Reserve parking– Clean drive & walks– Tools & materials– Connection services
(note: includes a liability)
q– Welcome to warranty letter
BuilderBuilder--Initiated Warranty VisitsInitiated Warranty Visits
We’d like to confirm that your home is performing to the standards we promisedpromised
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Reporting ConvenienceReporting Convenience• Welcome requests via
– Email– Company Web site– Fax
Mail– Mail– Drop-off at the sales or construction offices
• Same form for all methods– Included in our homeowner guide– Available at all offices– On the Web site
Email Warranty RequestsEmail Warranty Requests
OnOn--Line Warranty GuidelinesLine Warranty Guidelines
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InspectionsInspections• Explain that you will
- Determine what is needed - Do some repairs?- Issue work orders to trades?
• Research as needed- Talk with colleagues- Review file
• Check cosmetic surfaces
• Review maintenance• List follow-up tasks• Review decisions
InspectionsInspections
– One by one– All at the end
• Reference homeowner guide
Set Repair ExpectationsSet Repair Expectations• Timing• Children• Pets• Furnishings personal items• Furnishings, personal items• Timing• Personnel• Noise• Dust
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Builder ABuilder A
• Warranty repair: 5 days
• Actual: 8 days
Builder BBuilder B
• Warranty repair: 10 days
• Actual: 8 days
• Homeowner: 3 days late • Homeowner: 2 days early
Both homeowners experiencedthe same response time
AvoidAvoidAgreeing to do something you should not do and then doing it badly:
I already did them one favor agreeing todo this. Now they want it done right!
Scheduling RepairsScheduling Repairs• Work date• Administrator
appointments• Direct contact between
• Computer support • Call prior to confirm• Site visit• Oversee workDirect contact between
home owner & technician
• Oversee work
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Warranty RepairsWarranty Repairs• One trip repair
– Read the work order– Take all needed items– Schedule enough time
• Make an appointment• If you are running late, CALL!• Park a clean vehicle in the street in front of the home• Refrain from smoking on the homeowner’s property
Warranty RepairsWarranty Repairs• Check the work area: report cosmetic damage• Protect the work area• Ask to use electricity or water• Use other facilities only if invited to• Conditions inappropriate? Leave & reschedule
ShowmanshipShowmanship
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Bring Bring CleaningCleaningSuppliesSuppliesSuppliesSupplies
in Firstin First
Look for Look for Extras to DoExtras to Do
Leave a Token of AppreciationLeave a Token of Appreciation
• Starbucks• SubwaySubway• Local ice cream shop
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Completion ofCompletion ofWarranty ItemsWarranty Items
• Traditional– Say 30 days– Take 45
• Current best practice– Say 15-21 days– Take 5-10Take 5 10
• Suspend category: safety valve – Homeowner’s schedule– Weather – Back orders
Follow UpFollow Upi• Phone
• Fax• Email• Post card/letter• In person
• Emergencies• Ongoing situations• Incomplete work orders• Complete, unsigned work orders• Complete, signed work orders
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Sample report screens courtesy of Homsoft®
Warranty ID Total Warranty NonWarr Courtesy %Warr %NonWarr %Courtesy
Doors 600 255 2 343 43% 0% 57%
Carpentry 555 350 15 190 63% 3% 34%
Plumbing 519 435 7 77 84% 1% 15%
Painting 458 128 55 275 28% 12% 60%
Drywall 439 219 43 177 50% 10% 40%
Flooring 224 88 22 114 39% 10% 51%
Electrical 214 76 0 138 36% 0% 64%
Timely ReportsTimely Reports
HVAC 206 105 0 101 51% 0% 49%
Windows 176 95 6 75 54% 3% 43%
Siding 134 78 0 56 58% 0% 42%
Cabinetry 129 45 4 80 35% 3% 62%
Landscaping 116 12 48 56 10% 41% 48%
Concrete 109 23 48 38 21% 44% 35%
Miscellaneous 66 0 0 66 0% 0% 100%
Masonry 51 23 0 28 45% 0% 55%
Roofing 39 8 0 31 21% 0% 79%
Appliances 37 0 0 37 0% 0% 100%
Home Owners Assn 36 5 31 0 14% 86% 0%
Tile 35 23 0 12 66% 0% 34%
PreviewPreview
• The Satisfaction Message• Align Expectations• Warranty Excellence
• Beyond Warranty• Beyond Warranty• Referral Program
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Beyond WarrantyBeyond WarrantyLong Term Relationships
Maintenance ServicesMaintenance Services• Within normal visits• Menu (for a fee)• Property management services• After move-in selections
• Post cards exchanged at the sales office– Commonly needed tool or material– Sales person asks for referrals– Prospects would be impressed by this exchange
• Service Sweep: RSVP• Service Sweep: RSVP– Window cleaning– Yard treatment– Filters– Light bulbs in high fixtures– Batteries for smoke detectors– Annuals in spring
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Informational SupportInformational Support• Seasonal newsletters• Email reminders/updates• Seminars/workshops (bring a friend)
– Organic home care– Routine maintenance – Interior design projects – Landscaping techniques– Closet organizing– Tax benefits of home ownership
Social ActivitiesSocial Activities• Community directory (on-line for easy updates)• Meet your neighbor receptions• High–end: catered house warming• Holiday or seasonal eventsHoliday or seasonal events• Community involvement
PreviewPreview
• The Satisfaction Message• Align Expectations• Warranty Excellence• Beyond Warranty
• Referral Program
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Referrals: “You Are Here”Referrals: “You Are Here”• Establish a benchmark• Develop a method of tracking• Set a goal• Establish a data base• Communicate• Track
Referral ProgramReferral ProgramSome customers give referrals without prompting,most need to be asked
RehearseRehearse• Role play at staff meetings• Before, during, & after the sale• All personnel
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A homeowner comments A homeowner comments on the great treatment…on the great treatment…
We’ll provide the same carefulWe ll provide the same careful attention to anyone you refer to us
- Zahra Coulter, Landmark Homes, Calgary
Give ‘emGive ‘emSomethingSomethingto Talk Aboutto Talk About• Sponsor local school’s sports teamSponsor local school s sports team• Be a “green-built” innovator• Participate in charitable building programs• Silent auction model furniture, proceeds to charity • Host holiday events • All of the ‘beyond warranty’ activities
Make It Easy to ReferMake It Easy to ReferReferral methods readily available
• At each business location• Web site• Homeowner guide• Warranty visits• Referral option on voice mail
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After ReferralsAfter Referrals• Express appreciation• Update everyone who gives a referral• Follow up again after the sale• Follow up again after the sale
Tokens of AppreciationTokens of Appreciation• Send something unique
– Special cake– Spring bouquet– Donation to a charity
• Pick a gift from the web site• Pick a gift from the web site• Duplicate gifts to referrer & referree• Repeat gift on the referral anniversary
(Confirm such rewards are allowed by your state real estate commission)
ReviewReview
• The Satisfaction Message• Align Expectations• Warranty Excellence• Beyond Warranty• Referral Program
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ResourcesResourcesHomSoft®, a product of Warranty Management Technology, Burnsville, Minnesota, www.homsoft.com or call Tracey Gundersen, 952-201-5036.
Survey Companies• Eliant www.eliant.com• Woodland-O’Brien www.woodlandobrien.com• Avid Ratings www avidratings com• Avid Ratings www.avidratings.com• Customer Follow Up, Inc. www.customerfollowupinc.com• JD Power & Associates www.jdpower.com
Carol Smith books available from BuilderBooks.com or at 800-223-2665:• Beyond Warranty Building Your Referral Business, 2008.• Homeowner Manual A Template for Home Builders, 2nd ed, 2001. • Meetings with Clients A Self Study Manual for Frontline Personnel, 2002.
Thank you for joining us!
Referral HeavenIncrease Referrals & Reduce Warranty Costs