Here are 3 tools that every builder should have in their
tool belt of comebacks when things go wrong with the new home buyer. These three tools should also be in every factory rep’s tool belt as well.
Acknowledge – Apologize – Act
Acknowledge the customer’s complaint. Even if it’s
something they caused and are blaming your for it. Doing this first instead of
getting into a debate will usually defuse the problem long enough to get the
customer calmed down.
Apologize for whatever seems to be wrong from the customer’s
viewpoint. If the customer is wrong, don’t stand toe to toe with them and
exchange insults. Instead apologize for the customer feeling the way they are
with something like; “I’m really sorry we have a problem with X and I can see
your point”. If they are right…guess what…use the same line again! A sincere
apology will put you on the customer’s side and that is what you really want.
Act immediately to correct the problem. If the customer
is wrong and wants an arm and a leg to get it fixed, offer to work with them to
correct it and if that can’t be done without you losing a lot money, ask if
they would accept an independent third party to look at it. If it’s a quick
fix, then FIX IT! And if you are wrong, fix it ASAP!
Remember the old saying that if the customer likes your work
they will tell 3 people and if they don’t they will tell everyone. With
Facebook, tweets and instant blogs, they will tell everyone on the planet if
they think you screwed them over.
Feel – Felt – Found
This is one that I borrowed from Tom Peters. When you
find that a customer is in your face about something, get them calmed down by
acknowledging the problem and say to them: “I know how you feel, I’ve felt
the same way before but I’ve found that if we can….(fill in what you want the customer
to agree to)”.
This won’t work in every circumstance but you’ll find that
it fits a lot of them especially when they are asking your opinion about a
decision they have to make.
Know when to fold ‘em!
This is one that every builder wishes they had done at one
time or another. Some customers are truly not worth working with and you
realize it too late. Even though a warm body could mean a new house, take your
time to learn about the buyer. One time I built a house for a fellow that told
me he was a consultant for the local banks. Turned out he was a home inspector
who took one of those 3 day courses and bought a franchise. He was the worst
nightmare any builder could have. My wife told me she had a bad feeling about
him and I wished I would have listened to her.
So, what’s in your tool belt?
