The objective of this book is to establish a set of best practices that help builders deliver improved customer satisfaction and achieve desired customer outcomes during the new home buying process.

At the end of this book, you will learn how to explain the most important factors of service excellence and how to implement them in an effective strategy and plan. You will understand how to provide good customer service throughout the home buying process. You will understand the causes of customer dissatisfaction and disputes, and learn how to resolve them effectively. You will be able to navigate through difficult conversations with customers to produce win-win results. You will learn how to manage customer expectations and understand how they can affect customer service.

Regardless if you are a new builder, or an experienced one with a thirst to learn, the theories and techniques divulged in this book will help you understand your customer and deliver exceptional and unforgettable customer service.