International Builders' Show
February 9-11, 2021
Orlando, FL
FEB 9-11, 2021

From First Visit to Last Service Call: Builder Best Practices for Managing the Customer Experience

Wednesday, February 20 | 3:30 - 4:30 PM

Location: LVCC - Spotlight and Game Changer Session - South 223

Registration Type: IBS Full Registration or 1-Day Education Registration

Format: Game Changer SessionMore Info

Level of Content: AdvancedMore Info

Who Should Attend: Subcontractors and Specialty Trade Contractors, Single Family - All, Remodelers

Track: Business Management

What It's About:

Customer experience is a term we hear a lot these days. Thanks to Amazon, Zappos, Southwest, Apple and others, customers want instant service, flawless execution, quality products and personal attention—and expect it throughout the duration of their interaction. Those looking for a new home are no exception. As an industry, we know how to deliver a high quality product. And we’ve gotten pretty good at the marketing and sales experience. Where we tend to struggle most, however, is during the actual build. In this powerful session, leading industry consultant, writer and former Top 10 Builder senior executive, Mark Hodges, will address the biggest pain points of the build process—setting expectations, meetings and ongoing communications, owning problems, post move-in experiences—and share strategies the country’s most customer-obsessed builders use to create the wow moments and end-to-end experience buyers want. Mark’s experience and advice will truly change the way you do business.

What You'll Learn:

  • Better understand the radical shifts in customer expectations and what you need to do to respond.
  • Identify where challenges most often present themselves in the client/builder relationship, including expectation setting, design center experience, meetings, communications and more.
  • Recognize the vital importance of recreating the home buying and building experience from end-to-end.
  • Leave with dozens of actionable recommendations that will help you eliminate pain points and create “raving fans” among your customers.

How to Attend:

These twice daily keynotes feature thought leaders who are transforming their companies and the way we think about and address issues critical to the housing industry. Full registration or 1-day education registration for the day of the session is required.

Continuing Education:

NAHB - 1.00 CE hour(s), NKBA - 0.1 CEU(s)

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  • 1201 15th St NW
    Washington, DC 20005

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