Customer Relations Playbook

TABLE OF CONTENTS

Century Proud

1

What Does it Mean to be “Century Proud”?

1

Playbook Overview

3

Introduction

3

Customer Relations Manager

5

Leadership Dress Code

5 6 8 9

Your Primary Responsibilities

Time Management

Homeowner Satisfaction

13

Homeowner Loyalty

13 13 14 14 15

The Importance of An Exceptional Customer Experience Know Your Customers – Internal and External

Homeowner Feedback

Managing Escalated Homeowner Scenarios

The Century Experience New Buyer Orientation (NBO) Pre-Drywall Orientation (PDO) Quality Assurance (QA) Pre-Closing Orientation (PCO)

19 19 21 24 28 35 39 40 43 43 43 45 47 49 53 56 61 67 67 68 68 71 53

Post-Closing Visits

How to Request Warranty Service

Best Practices Recap

Customer Relations Process Weekly Team Meetings BuildPro Warranty EPOs (Extra Purchase Orders) Mold Notification Protocol Trade Partners/Suppliers

Eliant

Who is Eliant & Why Did We Partner with Them? Sample Copy of the Move-In Survey (CCS only) Sample Copy of the Century Complete Move-In Survey

Safety

Safety Overview Safety Policies OSHA Certification

Miscellaneous

myCentury

71 72

Century Communities University

Takeaways

73