Promise a Prompt Reply

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?”