By emphasizing customer service in the home building and buying process, Grand Homes ensures repeat sales through word of mouth referrals
By Abby Pittman
Oftentimes, as builders and developers, companies can get caught up in the process: the designing; the construction; the planning itself. Each aspect is vital and demands attention. However, in focusing solely on the project, one is in danger of forgetting the most important aspect of all: the fact that the houses being developed will be purchased as homes. It can be easy to overlook, but, at the end of the day, the projects being developed are ultimately being made for people. Texas exclusive builder, Grand Homes, recognizes the importance of focusing on those making the final purchase – the homeowners.
Grand Homes is a nationally recognized home builder, and they attribute that success to the value they place on their customer’s experiences and opinions. Having received a First Year Customer Experience Award at the 2017 Eliant Homebuyers’ Choice Awards, Grand Homes has clearly developed practices that work. And their biggest rule? Communication.
By keeping their teams accountable to executing their weekly calls and communications, Grand Homes managed to brand themselves as one of the most pleasant and agreeable builders to work with in Texas. “One customer in particular gave us 14 referrals and virtually filled up one street with his friends and coworkers,” said Alan Luna, Executive Vice President of Grand Homes. “Bottom line is good customer service, and providing a fantastic buying experience contributes to our business goal of long term profit and longevity in the homebuilding business.” Luna, like Grand Homes, believes that the homebuilding businessis people-centered, and that, if you take care of your customers, they will take care of you.
“It always starts with great people aligned with the core values and guiding principles our company strives for, to keep our customers coming back to buy a second, third, or even more Grand Homes during their family and life changes,” explained Luna. In achieving this repeat success, Grand Homes focuses on efficiency as well as communication. By involving buyers in the construction process, they give a sense of control over a process that is often as overwhelming and stressful as it is exciting. “Our teams work collaboratively to execute their custom options and custom structural changes to ensure they’re done right,” Luna added. “Weekly phone calls and proactively giving them the status of their home puts our customers at ease, and is one less thing for the customer to worry about.”
Grand Home strives for perfection. However, if there ever is a problem, their teams are trained to quickly identify the issue and offer a solution. If a customer is dissatisfied with something during the homebuilding or buying process, the Grand Homes team immediately works to make a thoughtful decision to rectify the problem. Employees meet as a team every week for each community to prevent dissatisfaction and to ensure that parts of the home process go smoothly.
Luna also emphasized the importance of remaining available and helpful to new home owners post closure. “Our warranty team is outstanding at taking care of thecustomer after closing. They, too, work with urgency and strive to get the problem corrected, no matter how difficult the task may be,” said Luna. This full-court press on customer service that Grand Home abides by ensures customer satisfaction, which, in turn, generates referrals and repeat business. “In the last two years, I have met with several customers that have personally told me that they bought Grand Homes because of the brand name,” Luna said. “It’s not only a proud moment, it’s absolutely an honor.”
This popularity allowed Grand Homes to hit the ground running in 2018, opening three new subdivisions in highly desirable areas. Meanwhile, Grand Homes is looking to add another five communities which are already under development, along with another three that are in the preplanning stage.
Abby Pittman is an Editorial Assistant for Builder and Developer magazine. She can be reached at email@example.com.