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[Music] we've been quite fortunate to work very closely with some of the best house builders and construction companies in the uk in terms of delivering on an excellent customer experience and what they do really well is probably in my opinion these four things so the first one they do is they hire the right people and they invest in them and it's interesting is when you go to visit these companies you can immediately feel that the core values of this business flows right the way through the organization so everybody understands the parameters with particular reference to aftercare they understand what the brand values are and it's interesting because they are telling their homeowners that we really care about you and that's consistent and they deliver on that the second thing that they do which is quite interesting for me personally is they focus on the next interaction they're not focused on what the exit survey results are going to be or the customer satisfaction scores and it's quite an interesting concept that it's the next time mrs miggins rings how you answer the phone the next email that you get in how you respond to that email the next time you see her on site the next time she walks into the sales center here make sure that that interaction is special and the customer survey results will look after themselves the third thing that they do again which sounds really simple but it's quite powerful is they make it a very personal experience with aftercare i was fortunate in my previous career as i was trained by some very very clever sales people and whilst on site i witnessed them they would understand their homeowner's needs their interests their hobbies their family their pets they built up a picture about this homeowner or this potential purchaser and when they next come into the sales center they immediately start to grow that rapport with their homeowners and in all honesty these friendships lasted for a number of years i think in terms of their customer care teams at these really good house builders they have a personality in their customer care team that they're not just ringing people up to say we're going to come and repaint your lounge it's a conversation of yeah last time we spoke you were going to america how was that etc etc and it takes away that transactional process of we booked it in and then i'm finished from here so i would say again to stress on that is make sure your customer service approach is as personal as possible and number four and this is last but not least this is probably the most important is don't expect your customers to take a leap of faith so don't burden your customers they take away the friction and make it as easy as possible to get in touch with with the house builder so whether that's by a portal whether that's by email whether that's by phone you give them the channels and make it really really easy for them to get in touch with you i know i've had this in the past myself in different sectors and it's an absolute pain in the arse if you can't find who to contact who to email or you have to fill out a form that takes you 20 minutes by the end of that process you're extremely frustrated and that doesn't lead to a good customer experience so i would say again it's a simple point here is try and make it as easy as possible for homeowners or clients to communicate with you with respect to aftercare i'm james i'm one of the co-founders of clixyfix software clixyfix is a defect and repair resolution software platform specifically for the construction sector for free resources on how to deliver excellent customer care in this sector visit clixyfix.com today [Music]