“Satisfied customers” may stand as the two most utterly underwhelming words in the English language. Instead of creating satisfied customers, renowned home building experts Jeff Shore and Bob Mirman show you how to inspire ecstatic customers throughout the entire home buying process in a way that builds trust, exceeds expectations, minimizes complaints and cancellations, and earns referrals. Follow the story of two homebuyers who purchase at the same time from two different home builders as they journey from purchase through move-in and beyond. Along the way, learn how one home builder succeeds in delivering a compelling referral-generating experience, while the other devolves with complications and complaints from start to finish.