Category: Experience Management

Exceeding Expectations When Delay is Inevitable

By Eric Mitchell, Eliant’s VP, Innovation and Bob Mirman, CEO In October 2020, I decided my home was due for an update. Like many working from home for so many months, I had finally grown tired of staring at old carpet and the same décor I have had for 10 years. I excitedly placed a […]

Online Reputation Management

In a recent home owner satisfaction survey submitted to Eliant, a home owner complained that his wife was being frequently harassed (i.e. “courted”) by the builder’s sales person. The home owner’s comments were so detailed, so compelling, that I was convinced the sales person actually had been pressuring the wife to enter into an illicit […]

Customer Franchising: How to Build Referral-Based Sales

Brand loyalty. Procter & Gamble has it with “Crest.” General Mills has it with “Cheerios.” Fed-Ex has it. Nordstrom has it. Even Alpo has it, and if a dog food can establish loyal customers, why can’t home builders?   Sure, we’re different. We sell the most expensive product around; we offer the most difficult, emotional […]

Benefits of Eliant vs. Internal Surveys

We live in a DIY culture – there are shows, magazines and classes ad nauseum on how to do everything yourself.  However, when it comes to customer satisfaction, leave it to the experts to help you learn what your customers really think about your homes.   The following are just a few insights on the differences […]

Boots on the Ground Help You Control Your Future

Spend more time listening to your staff, not your lawyers By Bob Mirman, CEO, Eliant By Eric Mitchell, VP of Innovation, Eliant   “All bumps are unexpected. If you knew they were coming, you’d avoid them completely.” – Rebecca Crane   This is a true story. As the Division President of one of our client builders, […]

Millennial Home Buyers and Rental Markets

Changes on the horizon for rental homes! Home ownership rates are growing…blame it on the millennials. Click here to read the article.

The Homebuying Stress Test

  “Better under-stated than over-stated. Let people be surprised that it was more than you promised and easier than you said.” – Jim Rohn, Entrepreneur The Homebuying Stress Test During my recent annual physical, my doctor suggested a ‘stress-test,’ so I invited my entire family over for Thanksgiving dinner.  This included my three grown kids, sister, brother, 98-year old […]

6 Financial Reasons to Never Buy a Home

Selling to millennials? This is the kind of stuff they are reading. Our tech-savvy young citizens go to school on the internet, and they eat this stuff for breakfast

Four Steps to Great Service

Builders can learn a lot from retailers By Drew Vass Times have changed in the world of customer service, from fast-food restaurants to large corporations. Classic, static-filled “uh-huh’s” aren’t chiming out of as many drive-through intercoms. Now they amplify answers like “My pleasure” and even “Thank you for your business.” Call it the effects of […]

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