| The power of the written word can benefit a home builder in many ways. Written communication—whether by letter, postcard, fax, or e-mail—prevents problems and keeps customers content. Clear communication helps you keep your customers informed and enhances your reputation as a knowledgeable professional. Many builders have learned that when conflicts arise, documentation is their greatest ally.
But who has time to sit down and write all of these letters? Carol Smith has done the writing for you! Smith contributes her customer service expertise to more than 70 clearly written letters you can use for customer communications. Each letter is included on computer disk, so you can personalize it and print it on your company letterhead. Smith has written letters to cover every aspect of the builder-customer relationship:
- Scheduled letters help you communicate each step of the home building process and foster customer confidence.
- Occasional letters prepare you to address the endless variety of situations generated by customers and new homes.
- Letters for difficult situations and tough customers will help you respond to negative or emotional situations in a calm, diplomatic manner.
Whether you use the letters as they appear in the book, adapt them to meet your specific needs, or use Smith's writing tips and customer service advice to compose new letters, Dear Homeowner will help you improve your communications with customers.
About the Author
Carol Smith has been a leading customer relations consultant in the home building industry, and has more than 20 years of experience in various capacities in the home building industry. She publishes the bimonthly newsletter, Home Address, and is a frequent speaker at industry educational events. She is the author of these other highly successful books published by Home Builder Press: Building Your Home: An Insider's Guide; Homeowner Manual: A Model for Home Builders; Customer Relations Handbook for Builders, Volumes I and II; and the Builder Brochure Series. |
