Posted on: Saturday, August 6th, 2011
When a customer raises a construction concern you must consider it an urgent issue. Even if you know it’s trivial in the big picture it is still a major ordeal in the customer’s mind. When your customer is going through the process of buying a home – especially a newly built home – they are consumed with the details. These details keep people up at night. Remember that customers are not concerned because they don’t have all the answers; they are anxious because they don’t even know the right questions.
Alleviate their concerns by giving them a specific target date for resolution – then get back to them well before the deadline. If you think you can get the situation resolved by noon tomorrow, say:
“I understand your concern and we’re going to get right on it. Give me a chance to talk to the right people. I’ll have an answer for you by the end of the day tomorrow. Fair enough?”