Construction Playbook

POST-CLOSING VISITS

Purpose & Overview Surprise them! We learned in The Century Experience that we set an expectation with our Homeowner, and then exceed it. Going the extra mile will take a Homeowner from satisfied to delighted. Examples of Meeting, Exceeding, and Failing Expectations

Commit to a Homeowner that you will...

The Homeowner

Complete a repair in 5 days (and it takes 6 days)

Is disappointed

Be at their home in 30 minutes and you show up an hour later Repair their AC as scheduled and the HVAC Trade shows up without parts, forcing the Homeowner to take additional time off Fix an issue in 2 weeks and it is complete in 1 week AND all in one day

Is frustrated

It will not end well

Is convinced working with Century is EASY

CONSTRUCTION PLAYBOOK | The Century Experience | 67