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Fabry Reveals Customer Satisfaction Best Practices for Builders on CRM Talk Radio

March 1, 2006 (SAN DIEGO, CA) Experts agree that acquiring repeat or referral business translates into faster new home absorption rates, higher margins, and improved long-term profits, not to mention greater brand value. And one of the surest ways of gaining that business is by earning a higher degree of customer satisfaction.
Master Manuals CEO Steve Fabry recently discussed the impact of customer satisfaction programs within the building industry during his appearance on the internet radio program CRM Talk Radio.

“The homebuilding industry is experiencing a paradigm shift in terms of embracing customer satisfaction as the benchmark for success.” Fabry said. It’s no longer a set of keys and a hardy handshake. Customers simply demand more and the builder must find ways to enhance the customer experience.”

During the 45 minute interview, Fabry outlines his 10-point philosophy for strengthening a builder’s customer service team.

Fabry points out several areas homebuilders can improve customer relationship “The disconnect comes when a builder thinks they build homes and that’s the end of it. What a builder needs to realize is that the entire customer experience transcends sticks and bricks. It’s not about building the home, marketing it and getting it sold. Rather it’s about the homeowner and their buying and owning experience….their approach needs to be customer centric.”

The interview is available for on demand listening on the Master Manuals site. The interview is broken up into three 15-minute segments. You can listen to each of the three parts of the interview here ( 1 | 2 | 3 ). The interview is also available on the CRM Talk Radio website.

CRM Talk Radio is free, weekly Internet-based program providing professional insight towards the implementation, maintenance and management of the client-centered process.