Strengthening service in a cooling market

Reason #9: Improve Risk Management
Everyone’s aware of the threats and spiraling costs of litigation; and that insurance rates for builders and developers are skyrocketing. During a time when homeowners feel their homes have been somewhat devalued by market forces, they are more apt to protect their investments in the form of lawsuits. As 80% of all CDL cases are maintenance-related, these costly lawsuits happen at the builder’s expense. What makes this a perfect storm is that as many builders downsize and cut costs, the lack of maintainable resources leave them more vulnerable to legal action.

NEED TO KNOW THE OTHER 9 REASONS?

Master Archives Upgrades Features and Functionality

Master Archives, Master Manuals' Document Retention Program recently upgraded its capabilities which includes new powerful functionality and a user-friendly facelift.

Included among the upgrades are SSL encryption, advanced text searching on document content, optical character recognition features, file templates and sleeker, faster navigation architecture.

"Although the Archives is much more than the technology, this latest version of the web-based software is extraordinary," said Pete Schofield, Senior Vice President. "After auditing a builder's critical community documents, the software provides a new level of value for our customers."

BACK TO TOP

Customer Satisfaction Survey results...

A recently completed comprehensive survey of existing and former Master Manuals customers revealed some encouraging statistics that reinforced the company's commitment as a customer-centric organization.

According to the electronic survey sent to more than 300 customers, more than 96% of the respondents indicated they were satisfied with Master Manuals products and services. Of that 96%, over 60% noted that they were "very satisfied." Additionally, the results showed a 95.8% repeat buyer rate and a 92.8% referral rate.

TIP: Setting proper expectations leads to greater satisfaction

Builders have often said "customers are fickle." However, it is not necessarily fickleness that sours a homeowner, nor is it reflective of the quality of the homes you build. Instead, customer satisfaction is a more a function of how closely your customers' experiences with your business align with their expectations.

To set customer expectations ask yourself 3 questions:

To effectively ensure expectations are set:
1. Tell them what you're going to tell them.
2. Tell them.
3. Tell them what you've told them.
It's that last part of the process that can make the difference between failure and success when it comes to your customers' perceptions of whether or not their expectations have been met.

BACK TO TOP

Judging a Manual By its Cover

Present your maintenance and warranty information in a form that reflects the style and flavor of the communities and homes you build.

Master Manuals offers a variety of choices when it comes to binders and presentation accessories. Not only can you choose the material, branding and typography, but you also can choose from custom tabs, paper options and other accessories.