Think about a company that delights you, a place of doing business where you feel confident in the product, the service, and the experience. Are you loyal to that company? Now compare that with a company that you're satisfied with but the experience is ultimately just adequate. A study by The Gallup Organization found that...
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It's called the 'moment of truth." Everyone throughout the customer service chain '“ from the front desk receptionist, to the sales associate at the new homes site, to the senior executives '“ has experienced this phenomenon at one time or another. It occurs in a split-second, and has the power to cement relationships forever or destroy them before they begin.
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Let's face it. Consumer confidence in home purchasing still lags and home sales are harder to close than they were just a few years ago. Today's builder has to take a harder look at the talent pool and the potential candidates they bring in to participate in the sales process.
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