The Eliant Blog

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 […]

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 […]

The Impact of Construction Quality on Referrals

Based on the results of surveys administered to hundreds of thousands of homeowners, Eliant has identified the survey categories and questions which had received the lowest level of satisfaction.   Each of the survey’s ‘Quality’ categories contains a number of detailed questions which are designed to provide builders with a prescription for improving the performance […]

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 […]

Three Tips from the Nordstrom Training Manual

Is your company planning being around for the long pull or are you simply trying to sell houses? If you expect to still be here when the market turns around – and stay here for a long time – here is a suggestion: Go on a sabbatical for six months and take a job selling […]

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 […]

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 […]