Customer Relations Playbook

Best Practice: The Customer Relations Manager should follow up with Homeowner(s) 24-48 hours after COE for a Post Close Follow Up. You should stop by to say hello and see how they are getting settled in. Should they have any items that need attention, you are able to address and complete them before they receive the survey. That last positive interaction is what they will remember when they complete the survey.

Participants 1. Lead – Construction Manager or Customer Relations Manager 2. Homeowner(s) Time Required It can be a quick phone call, or you can stop by their home for a friendly visit. The time is up to you and the relationship you have built with the Homeowner. Form There is no specific form for these visits, but they should be recorded in BuildPro. While the Homeowner(s) can submit a claim, you can also go into BuildPro to enter a ticket on their behalf. There are some Homeowners (elderly, handicap, etc) that may need your assistance to capture their requests in the system. Overall best practice is to encourage our Homeowner(s) to enter their own tickets into their Homeowner Portal. Scheduling It is important to complete the Post Close Follow Up, just in case there are a few items that require immediate attention.

36 | The Century Experience | CUSTOMER RELATIONS PLAYBOOK