Customer Relations Playbook

CUSTOMER RELATIONS MANAGER

As a Customer Relations Manager, you will manage a myriad of tasks in the scope of your job. Most important in your role is the management of The Post Close Homeowner Experience. Delighted Homeowners, aka “Raving Fans”, can be a significant source of referrals or repeat buyer revenue. For example, the most profitable and reputable car companies focus on the service experience, knowing full well that the service experience can increase the likelihood of repeated sales and word-of-mouth referrals. Said differently, when we take care of our Homeowners, Customer Relations becomes our post-close sales force. Our customer base could very well buy another Century move-up or affordable home down the road. Though we execute well-planned processes to enhance The Homeowner Experience, it is often the relationship that makes the difference between a satisfied and a delighted Homeowner. Because of the importance of your role, we will spend the next few sections further explaining your duties. LEADERSHIP Leadership is not confined to management roles. Reflect on the ways you can demonstrate leadership on a daily basis. Be mindful of your surroundings and recognize the influence you can have on those around you. Embrace the responsibility to make a positive impact. Take ownership of your role and the contributions you make. For instance, if you notice a piece of garbage on the jobsite, take the initiative to dispose of it. If a Homeowner has a question, ensure you respond promptly, ideally within 24 hours. As the leader of your new home community, you are responsible for your entire jobsite, and this includes creating the culture on your jobsite. Take this responsibility seriously and lead as you wish to be led. It may surprise you how your actions, both positive and negative, can have an impact on those around you.

CUSTOMER RELATIONS PLAYBOOK | Customer Relations Manager | 5