“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 […]
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 […]
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 […]
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 […]
Several years ago, I wrote an article for Builder Digest: “Forget About Satisfying Your Customers”, in which I referred to a list of ten steps suggested by Eliant for improving homeowner referrals. Since that article appeared, we have received hundreds of requests for our list and have been happy to send our suggestions to all […]
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, […]
Changes on the horizon for rental homes! Home ownership rates are growing…blame it on the millennials. Click here to read the article.
“Every single year the labor situation has basically gotten worse,” said Patrick Hamill, CEO of Oakwood. To read more on how he has created a solution for Colorado’s construction labor shortage click here .
“Learn from the mistakes of others. You can never live long enough to make them all yourself.” ~Groucho Marx You can bet your life that Groucho was right. Time is short. Why not speed up the learning curve and learn from others’ mistakes and successes? Use Customer Evaluations to Motivate Your Staff Yelp. Trip Advisor. […]