Category: Uncategorized

LABOR WOES? TRY GRATITUDE AND RESPECT by Gene Myers CEO of Thrive Home Builders in Denver

In our industry, nothing is more important than the relationship between builders and their trades. We constantly talk about becoming the Builder of Choice for consumers and trades. In fact, we just completed a one-day Eliant Roundtable about “Becoming the Builder of Choice”, with builders from all over the country in attendance – this is […]

The Favor of Your Complaint

My expectations for quality service are higher than ever, and I don’t think I am the only one feeling this way   “When a customer complains, he is doing you a special favor; he is giving you another chance to serve him to his satisfaction.”   —Seymour Fine, Author I expect good — if not great — […]

Life is Too Serious to Take Seriously

Don’t stress the ‘could haves’… if it should have, it would have To be honest, I really wasn’t a very good psychologist. Going back to the beginning, even my internship was a scary time. In that early stage of my career, I worried about my skill-set, the speed of my learning curve, and my ability […]

The Purpose of a Promise

Promises are like crying babies in a theater, they should be carried out at once. -Norman Vincent How many promises have you made today? It’s now 10:12AM and I have already made a bunch, including: Honey, I’ll clean the garage on Saturday; I’ll stop at Costco on the way home tonight. Making promises, whether overt […]

Home Delivery Delays Will Sting You Twice

By Fernanda Luick The term “perfect” is heard often throughout the home buying process: the buyers want to find a perfect home and the sellers want to deliver it. But the English definition of “perfect” means something more along the lines of “flawless” or “without error,” and that certainly isn’t going to happen when building […]

The Mystery of Paint & Avalanches

“Even the largest avalanche is triggered by small things.” – Vernor Vinge, author   My wife has been asking me to repaint the interior of our home. She said she “wanted it to be a more relaxing color.” So, I told her, if you leave it alone, that would be the most relaxing thing we […]

3 Traits of Builders with the Highest Customer Ratings

As a customer experience consulting firm, our team is constantly reviewing the current research, looking for better ways to create customers who will recommend our clients to their friends. Of course, not everyone believes in consumer research. Henry Ford once said “If we had asked people what they wanted, they would have said ‘a faster […]

The “Ten Key Events” for which you should be setting specific expectations with your customers

The likelihood of variance on delivery date Frequency and timing of communication from the builder about key dates The reason for and necessity of adhering to cut-off dates; Who is ultimately responsible for meeting these deadlines? Anticipated condition of the home at final orientation and likelihood of a ‘punch list’ Anticipated time to clear punch […]

‘Customer Care?’ WHY BOTHER?

In a retail world dominated by companies dedicated to the delivery of an extraordinary customer experience, builders can learn a lot from firms ranked high for customer loyalty such as Costco, Lexus, and Amazon. On occasion, leading building industry firms will find their way to these lists: loanDepot, MBK Homes and The New Home Company have […]

Of iPhones, Poor Predictions, and High Anxiety

Some of the worst predictions emanate from those we assume should know better: “Everyone’s always asking me when Apple will come out with a cell phone. My answer is ‘probably never.’” –David Pogue, head technology writer for The New York Times, in 2006 In a world where this morning’s new 4K/Ultra HD-TV becomes obsolete faster […]