The Eliant Blog

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 […]

Sales from Referrals: Two Overlooked Opportunities

You need more than home quality to drive sales from referrals   Twisted my knee a couple of days ago. Not sure how. Probably doing something extremely strenuous, like getting into my golf cart. So, at 5:25 this morning, I limped out to my community spa for some whirlpool action. Turned the timer-dial to 20-minutes. […]

The Difference Between the Best Builders and the Pretenders

“There are only three metrics that tell you nearly everything you need to know about your organization’s overall performance: employee engagement, customer satisfaction, and cash flow.” – Jack Welch, former CEO, General Electric   I recently reviewed our list of over 150 builder clients, ranked in order of their customers’ willingness to recommend them to […]

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 […]