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Customer Satisfaction: The Anti-Hawthorne Effect
Tue, 2012-05-15 08:53
Years ago, well after the huge productivity gains of the industrial revolution, employers still sought productivity improvement. In an effort to find these productivity gains, many studies were conducted to find causes and effects of higher...
Customer Satisfaction = Thinking Outside The Box!
Tue, 2012-05-01 13:29
Every builder wants to have outstanding customer satisfaction, right? Our research shows that to accomplish the highest customer satisfaction builders must think outside the box, and I don’t mean the proverbial “creative box...
Customer Satisfaction: IQ Versus EQ in Home Building
Wed, 2012-04-18 13:23
Home building is an extremely complicated business and as such requires very intelligent people and systems. Think about it for a second. To build a home, over 400,000 pieces/parts and 2,000 people must be precisely coordinated to...
Home Building's Most Mismanaged Asset - Customers
Thu, 2012-04-05 18:31
A builder would never build, merchandise, and maintain a model without staffing it, would they? Of course not - this would be abuse of an asset! The return on this asset (ROA) would be zero, zilch, nada. No competent...
Net Promoting Index = No Pertinent Information!
Wed, 2012-03-14 14:22
Let me be straight - I am anti-Net Promoting Index (NPI) in the home building industry and this is why...
When I was a manager/leader/owner of a homebuilding company there was a recurring problem that I often saw (and personally...
Customer Satisfaction Blog - Vampires!
Fri, 2012-03-02 17:21
I often wondered why a consulting friend of mine wrote of his miserable air travel experiences, and now I get it. The airline industry, with its product and personnel scenarios are a reasonable proxy for the homebuilding...
IBS 2012 – What you may have missed
Mon, 2012-02-20 13:16
The bottom of the market is clearly in and most builders know it, especially those that attended the International Builder Show (IBS) in Orlando, February 7-11th. At IBS 2012, there were scores of great programs on red hot topics...
Have you set customer satisfaction goals for 2012?
Wed, 2011-12-14 11:56
December is often the time of year that many home building companies finalize their 2012 goals and budgets. Management meticulously reviews past sales performances, hard costs, personnel budgets, etc., and set both goals and budgets...
The Rear View Mirror - Goodbye 2011!
Thu, 2011-12-08 11:54
When we look into our car’s rearview mirror we see where we have been, as well as the distant horizon; the vanishing point of times past. In the home building industry’s rear view mirror, I gladly see the depths of home building’s bottom...
Black Friday - Where Were The Builders?
Mon, 2011-11-28 16:33
The 2011 “Black Friday” sales numbers are in and show a pleasantly surprising 16% gain in year-over-year retail sales! Some economists, pollsters, and industry “experts” expected consumerism to be flat or even down this year; proving once...
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