Surprising Pathways

Leading edge customer communications services enhance Shea Homes leadership.

Exciting news regarding the J.D. Power – "Overall Customer Satisfaction Report for 2009".  

BuildServ’s Ownership Guide client – Shea Homes competes in 5 of the 24 markets surveyed in the report.   Shea Homes was ranked highest for Overall Customer Satisfaction in 3 of these 5 markets (Phoenix; Denver and San Francisco) and second highest in the other two markets(Inland Empire, Orange County and San Diego).  

Furthermore, Shea Homes accomplished these ratings 3 of the 5 most competitive U.S. homebuilding markets where BuildServ’s leading edge customer communication services have enhanced their leadership position.

 

"Overall customer satisfaction improves for a second consecutive year, averaging 811 on a 1,000-point scale in 2009, and up 32 points from 779 in 2008. Markets with the highest levels of overall satisfaction in 2009 include Orange/San Diego, Calif.; Sacramento, Calif.; Phoenix, Ariz.; Inland Empire, Calif.; and Tampa, Fla.. In addition, overall satisfaction has increased in 22 of the 23 individual markets that were also surveyed in 2008."

 

Please find the details of the report in the link below.  It also appears that there are other Constellation success stories here too.  These successes include Brookfield Homes, Ashton Woods, John Wieland Homes, Town & Country, Classic Homes, Meritage Homes, and others.  Here is information from the press release.

http://www.jdpower.com/corporate/news/releases/pdf/2009172-natl.pdf  

Home Care Tips for a Sustainable Future

Strenghtening Customer Relationships

Homebuilders, designers and developers are much more focused today on sustainable products.  In addition to the products themselves consumers are demanding sustainable practices for the maintenance of products, materials and systems in their home. 

A private label newsletter service provider such as the Ownership Guide helps you communicate information to build loyalty and strengthen relationships.  Consumers learn how save money and feel better using sustainable water management, disposal, recycling practices, along with minimizing their output of gases thought to cause climate change. 

http://www.buildserv.com/resources_e-newsletter.asp

Get Interactive - Builder Magazine Article

Ownership Guides helps create an interactive experience between the builder and the home buyer. Steve Zurier writes about this exciting service in the November issue of Builder Magazine.

"Instead of handing the buyers a paper manual, BuildServ appeals to today's technology-savvy buyers by letting them view warranty information on a CD-ROM, via flash drive or online. Home buyers who want printed materials may also receive paper versions."

"...Posting the information electronically saves builders paper and mailing costs and helps them connect with buyers."

About Steve Zurier,and Builder Magazine, Nov 08.

View article:  Builder Online, Nov 2008, Technology Department

Are homeowner handbooks effective?

Printed homeowner handbooks are an effective tool when used in the selling cycle for managing expectation to help the builder say “no” to uncovered item, manage unfortunate litigation, and setting quality standards.  The big challenge is that the builder representatives do not actively use the handbooks with their buyers.  This requires that the builder’s sales team, closing coordinator or project manager to bring the binder to the meeting to demonstrate how it can be used to access relevant information.

As consumers become more comfortable with mobile information technology your homeowner and warranty management program can respond by including: 

1. Printed materials such as a quick-start home orientation guide and a summary of important maintenance information
2. Detailed information using the web and e-mail based campaigns to inform home-buyers about product care and operation during and beyond the limited warranty period
3. The best results occurred when builders e-mailed homeowners seasonal reminders and tips.....referral rates in communities were twice what they were in communities that did not receive these e-mail updates

In our studies thirty percent of homeowners respond** to e-mailed information during their warranty period.  Being able to track and learn from this kind of information is crucial for homebuilder success as consumers continue their rapid adoption of mobile information technology.

As consumers become more comfortable with web and e-mail based communication it is likely that the printed paper homeowner handbook become less useful.  A thoughtful web-based warrranty and homeowner management program will be required to successfully support for the millennial, gen x and gen y market segments.

**Note - "Respond" is defined as customers the take action by clicking on a link for more information.