20. Continuing The Relationship with Your Customer After The Build Or Sale.

Unfortunately, most people don’t maintain relationships after a transaction is complete, which is one of the worst things you can do.

We have built our construction company on customer service, which is one of the most significant aspects of how people view your company and your reputation.  So I'm going to dive deeper into how we have built a top reputation over the last 25 years because of customer service.

Where it all starts is the walkthrough faze with the customers.  With our construction company, we always do a final walkthrough before the customer takes over the home.  We show them how everything works in the house.  We go over all warranties and give them all info on the products in the house in an organized binder or USB drive file.  We walk through every room and make sure everything is perfect.  If we missed something on the initial round of punchouts, we schedule all subs to come at the customer's earliest convenience to take care of it.

Real estate is the same thing. If you are working with buyers, you should always have a final walk-through scheduled with them to make sure all inspection items and everything that was supposed to be taken care of was taken care of.  I've walked through for customers because they were out of town.

The next thing is following up quickly on all warranty work.

We offer a 1-year warranty that covers the whole home.  Things are going to pop up, and we have to take care of them as soon as possible.  We go to the customer's house and meet them in person and assess the situation.  Then we schedule the best time for our subcontractors or us personally to fix the problem.

Act as there go-to for everything they need.  Be the gatekeeper.

We are the go-to for everything our customers need.  If they are looking for a guy to pressure wash their roof, I have a contact.  We are the gatekeeper to solving all of there issues.  I even have a real estate solution where we can help buy, sell, invest, and soon to be rent our properties.

Be a friend and treat them like family.

Do Follow up calls and ask how they are doing. Wish them a happy birthday, send handwritten letters in the mail.  Our customers let me show their homes to potential customers because of the relationships we have after the build is done.