Construction Playbook

Preparation The only preparation for these fun visits is mental preparation. Show up with a smile! Day of Visit

Personalize these visits, you know your Homeowners best. Are they an elderly couple who spend a lot of time at home? They might appreciate a visit during teatime. The bottom line is if you were a Century Homeowner, think about what would surprise you in positive way and make you appreciate your Century Construction Manager or Customer Relations Manager. If they like you, they are more likely to give the company a better survey score. Do not forget to remind them of different points from their PCO, or their Homeowner maintenance obligations, especially during change of seasons. Conclusion Enjoy the time you get to continue building your Homeowner relationship.

LEARNING IN ACTION Shadow two post-close visits with another CRM or CM Date _______________ Date _______________ Share takeaways with your mentor/manager Satisfactorily explain the purpose of these appointments Manager Signature__________________ Date _______________

CONSTRUCTION PLAYBOOK | The Century Experience | 69