Category Archives: Customer Service

Improve your Multi-Family development process, construct the right mixed complex project for your land, and manage your construction effectively. 

As a multi-family home builder, you understand the extra amount of back-office technology, time and resources needed to bring a multi-family production to market. Whether it is a high-rise condominium or a community of town-homes, managing all aspects of the production is critical to attracting modern buyers to your multi-family project and will ultimately allow you to offer a high-quality condo or unit at a reasonable price.

Research Your Land Options & Maximize Your Project Construction Potential

The building process begins with land development. Due to the increased complexity of bringing a multi-family complex to market, homebuilders should always compare various plots of land prior to the purchase. Factors to consider include the location of the community, its surroundings, and which possible project styles can be developed with the unique attributes of each plot of land.

Homebuilders should be looking at the various ways product design can be optimized to improve the quality of life for homeowners in addition to how profitable the project can be when the community goes up for sale. For example, if you have a land option by a body of water with a nice view, consider optimizing your project design to include a high-rise portion, this way, you can offer a premium value add-on to the high-rise suites by charging extra for the units with a view. If you are considering a rural area, perhaps offering townhomes to allow for more living space for prospective buyers that are families might be a better option since families tend to enjoy more space.

Don’t leave the process of planning the development to chance, you should always leverage tools that allow you to compare building scenarios based on the types of land available against the profitability of the construction type. This ensures that you are purchasing the right land for your business goal, creating an estimate of which construction project is possible on the land, and forecasting how profitable the project will be if you acquire the land.

Make Informed Decisions Through Integrated Accounting

Your accounting team should have clear oversight. Your accounting division should become preemptive regarding company purchasing & costs of resource acquisition and construction. They should be able to forecast profits from the sales opportunities existing in the company pipeline as well as project profits from upgrade offerings sold in your multi-family projects.

All your business functions and processes should tie back into your accounting department. When this process shift occurs, decision makers at your building firm will begin to understand clearly each of their department success metrics, and how to be more efficient to ensure the company meets pre-determined goals. Sales teams will become results driven, your construction team will become time sensitive, and your purchasing team can become more strategic about how they acquire assets for construction. Ultimately, this efficiency in your build process will allow you to offer the suite or unit at a reasonable price while securing your forecasted profit.

Establish a Dynamic and Profitable Operation at your Multi-Family Sales Centers

Making the needed sales records and upgrade revenue is critical to the bottom line for the multi-family project profitability. But multi-family homebuyers often expect special amenities, this is especially true with high-rise productions where homebuyers are still investing large sums in their mortgages for a shared community. Also, décor studio management is a trending must for builders and it could potentially become complicated as the number of units increases in multi-family production in comparison to a single-family project.

Implementing a tight-knit process amongst your sales and décor studio staff is a critical element to the multi-family puzzle. Visiting sales centers has become a ritual for the modern home buyer. Prospects expect to be in awe when they enter a sales center and they want to see the various unit options, amenities and upgrades that are available. Implementing a sales and décor management solution that allows homeowners to create their dream space while still allowing you, the builder, to commit to those upgrades in your build cycle, is key. Your sales and décor management software should digitize the sales an upgrade selections process. It should allow builders and their homebuyers to focus on the experience of enjoying the product offering inside and out instead of being too overworked with paperwork and product catalogues.

To hear a panel of design studio experts and homebuilders discuss décor center management technology trends, watch “The All NEW Design Studio Experience” recording.

Select a system that showcases all your available suites/units for sale in real time, your system should allow your décor agents to link upgrade packages to a homebuyer’s contract and seamlessly drive that data from the sales center to the job site where construction has every detail needed to deliver these upgrades. After all, if there is one thing that should be autonomous and accurate is the process between sales to construction.

Manage More Deficiency Requests while Optimizing Your Customer Experience

If you are a home builder considering the production of a multi-family project, be aware that you will be catering to more homebuyers since you would be building upwards as well as outwards. How can home builders manage deficiencies or warranty requests in large amounts? The secret can be found in homeowner portal technology, perfect for multi-family projects and popular amongst condominium property managers. These portals allow homeowners to self-serve their warranty needs directly with the product vendor – and can issue claims through the portal anytime, anywhere via mobile. This eliminates long hours on the phone and standardizes the way builders manage and fix homeowner deficiencies. After all, a modern multi-family project needs all the smart features and technology that will enhance your home quality and still prove to be helpful in managing large amounts of warranty requests the modern way.

The Verdict

If you are interested in an integrated solution for your next multi-family project, feel free to contact us. Learn more about NEWSTAR’s capabilities for multi-family productions. Whether you are an existing Constellation customer or a homebuilder, find out how NEWSTAR can support multi-family builders in various building functions.

 

Source – The Many faces of Multi-Family

Posted in Best Practices, Blog, Builder Resources, Conasys, Constellation CRM, Customer Service, Field Scheduling, LandDev, News, NEWSTAR, OnLocation, The Constellation Team | Tagged | Leave a comment

The New Home Company - Larry Web and Team

The New Home Company Team: (from left), Fabienne Smolinski, VP, People, Larry Webb, CEO, Joan Marcus-Colvin, Senior VP Marketing & Design, and AJ Jarvis, President, Southern California. Photo: Mike Cunningham, The New Home Company (via builderonline.com)

Who are we? and What do we want to be?

Every member of The New Home Company team asks themselves these two simple questions when they step into the office or the job site. The answers are the same: We are how and where our customers want to live. And we want to continue to be that.

For CEO Larry Webb and the management team at The New Home Company, these daily questions drive a culture that has created one of the fastest-growing public builders of the past decade. Impressive, especially for a company that incorporated in 2009.

These two questions drive The New Home Company’s culture in everything they do: across divisions of hierarchy, geography, discipline, and focus, these questions pull everyone together. They fuel the team and focus them on a common goal. They are measurable and actionable. These are the keys to authentic corporate culture in any industry – and The New Home Company is a perfect example.

Continue reading about The New Home Company’s culture via builderonline.com.

 

The New Home Company has been a Constellation partner since 2010, utilizing our NEWSTAR Enterprise software solution to manage their business behind-the-scenes. From sales management to home production to customer relationships, NEWSTAR empowers The New Home Company to communicate and manage projects across their functional teams and construction divisions. Ask us how.

The New Home Company was recently recognized in Inc. Magazine Founder’s 40: some of he fastest-growing public companies that continue to act like startups.

Join The New Home Company’s management team at the 2015 Housing Leadership Summit May 11-13 in Miami. In attendance: Larry Webb, CEO, Fabienne Smolinski, VP, People, Joan Marcus-Colvin, Senior VP Marketing & Design, and AJ Jarvis, President, Southern California. Constellation is the digital sponsor of the event, and our management team will also be in attendance – join us!

The New Home Company was recently recognized at the 2015 Eliant Homebuyers’ Choice Awards. CEO Bob Mirman presented The New Home Company with “The Eliant” award for Best Overall Customer Experience for a multi-divisional builder. Constellation was a proud gold sponsor of the Homebuyers’ Choice Awards. Congratulations to The New Home Company and all the award winners.

The New Home Company rang the closing bell at the NYSE on February 5, 2015. NEW HOME (NYSE: NWHM) became a publicly traded company in January 2014.

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Eliant Homebuyer's Choice Awards 2015

Each year, Eliant tallies the results of more that 72,000 homebuyer surveys to determine the winners of the Homebuyers’ Choice Awards. Last week, they presented the flagship “The Eliant” award, as well as medium, large, and high-volume winners from the six core categories of homeowner experience:

  1. The Purchase Experience
  2. The Design Selection Experience
  3. The Construction Experience
  4. First-Year Customer Service Experience
  5. First-Year Quality
  6. Highest Percent of Sales from Referrals

 

MBK Homes and The New Home Company took home “The Eliant” awards for single-division and multi-division excellence, respectively.

Customers of 128 builders were surveyed, and Eliant honored 43 of those builders last week. As a gold sponsor of the event, Constellation was on-hand to congratulate the award winners. Our homebuilder partners make up a large portion of this list, and we are thrilled to see them maximizing their customer relationship management modules built into NEWSTAR, FAST and BuildTopia. We’ve recently added a new platform that allows for a truly customize homeowner experience: Conasys Homeowner Care.

Congratulations to all the winners of the 2015 Eliant Homebuyers’ Choice Awards!

Benchmark Communities
Birchwood Properties
Brookfield Residential
Castle & Cook Homes
Classic Homes
Foxridge Homes
Gentry Homes
GL Homes of Florida
Grand Homes
MBK Homes
McCaffrey Homes
Minto Florida
Rendition Homes (HistoryMaker Homes)
Robson Communities
Rosewood Homes
Ryland Homes
Sabal Homes
The New Home Company
The Olson Company
Tim Lewis Communities
TRI Pointe Homes
Van Daele Homes
Wathen Castanos Hybrid Homes
William Lyon Homes
Woodside Homes

 

To learn more about Eliant’s Homebuyer’s Choice Award winners and criteria, read the press release and visit their website.

Posted in Awards, BuildTopia, Customer Service, FAST, Home Ownership Guides, NEWSTAR, Warranty | Tagged , , , | Comments Off

Homebuyer Service After the Sale

Attitude and service after the sale is as critical as it is before it.

I am every salesperson’s worst nightmare. Whether buying a new car or a home, I am constantly looking for the next best thing. Before the ink dries on my contract, I begin eyeing the house around the corner or the car next to me at the stoplight. I’m human. And that means I am prone to being suddenly drawn away from the products I thought were the answers to my problems only minutes earlier. I’m not unique in this—humans are switchers by nature. It behooves salespeople to know this reality and take steps to prevent cancellations.

One of my most basic (and powerful) approaches in business is to copy successful people. And there’s nobody with a better reputation for creating loyal relationships with buyers than Joe Girard, deemed the “Greatest Car Salesman” by The Guinness Book of World Records. Girard sold 1,425 cars in 1973 and 13,001 individual retail units over his 15-year career. According to Girard, though, he never sold a car—he sold himself. The most valuable products his customers walked away with were Joe Girard and his “service, service, service.” Girard’s principles worked out well for him, gaining him endless return customers and referrals.

If you want to keep your buyers from straying with your competitors, take a lesson from Girard. Never stop selling.

Girard says, “The sale begins after the sale.”

…keep reading via Big Builder.

Customer relationship management by Constellation:

 

Conasys eBook: The Homeowner Experience

Posted in Best Practices, Blog, BuildTopia, Conasys, Customer Service, NEWSTAR, Warranty | Tagged , , , , , , , , , , , | Comments Off

We just put the finishing touches on the latest OnLocation-Warranty customer experience video.  The video describes our mobile solution for paperless PDI, inspections, and warranty walkthroughs.  Home builders can capture electronic signatures on a tablet device and immediately send deficiency information to the back office system in real-time to create a work order and process backcharges with fewer errors in less time.  Additionally, the signed customer copy is archived in the system for all authorized users to see. This new home warranty and customer service walkthrough software solution for homebuilders is available for NEWSTAR Enterprise.

Posted in Best Practices, Blog, Constellation News, Customer Service, Customer Story, Mobile Device Software, NEWSTAR, Warranty | Comments Off