Home Buyer Expectations – Define, Align, & Reinforce
In today’s competitive environment, securing a sale without overpromising your product, process, or service is challenging. Meeting that challenge requires a forthright system that combines accurate information, diplomacy, and subtle repetition. The front line personnel who apply this system need appropriate attitudes, skills, and tools to bring realistic expectations to life for customers. This class shows how to develop the practices and documents to achieve these goals.
Suggested Audience: Management and Front Line Personnel
- Explain the connection between customer expectations and future business.
- Describe the factors that contribute to customer expectations.
- Illustrate how to determine whether a prospect’s existing expectations offer a potential match to what you offer.
- Discuss the five principles for aligning expectations successfully.
- List three or more common pitfalls to avoid in aligning home buyer expectations.
- Give examples of product, process, and service expectations home buyers need.
- Discuss how a builder’s homeowner guide and planned meetings can be used to detail and reinforce expectations.
- Give three or more examples of additional tools and specialized techniques available to builders for aligning expectations.
- Identify opportunities to exceed expectations.
Challenging Home Buyers – From Picky to Predatory
You strive to align expectations, deliver a complete and clean home, and respond promptly to warranty issues. Yet you can still face serious problems with some homeowners due to situations outside of your control, unintentional errors, or the customers’ personalities. This class provides tips for successfully managing honest customers who’ve become angry, controlling unusual customer behaviors, and protecting your company from the rare but potent dishonest customer.
Suggested Audience: Management and Front Line Personnel
- Describe three categories of challenging home buyers.
- Explain how to recognize which of the three categories a challenging customer belongs in and explain the significance of this distinction.
- Illustrate how company action or inaction can result in challenging customer situations.
- Define four or more recovery skills all companies need.
- Illustrate judgment skills at three levels: physical, circumstantial, and image.
- Demonstrate defense skills as they may apply to a customer conflict.
- Design escalation procedures appropriate to company size and staffing configurations.
- Illustrate effective documentation for a customer conflict situation.
- Evaluate an experience with a customer to discover lessons or potential needed improvements.
The presentation will explore the Nebraska Construction Lien law, including perfection, filing and enforcement of construction liens. We will also discuss the importance of the Notice of Commencement and Construction Security agreement, and how they relate to construction liens. Finally, we will examine protected parties and the release, waiver and discharge of a construction lien.
Jennifer J. Strand is the President and General Counsel for Nebraska Title Company. Ms. Strand is a member of the Nebraska State Bar Association, International Council of Shopping Centers, and Omaha Chapter of Commercial Real Estate Women Network and a Fellow of Nebraska State Bar Foundation. She received her undergraduate degree from the University of Nebraska-Lincoln; and her law degree from the University Of Nebraska College Of Law, J.D. Her experience in real estate includes representing commercial and residential developers in all phases of development including acquisition, construction, financing, leasing and sales.
Rank. Reach. Engage. Found – How to improve your online game plan
In the today’s digital age, businesses need to be found online: whether it’s being found on the first page of Google, reaching people on their mobile devices or engaging potential customers on social media. Come learn how to utilize social media to grow your digital footprint and potential reach. Jason and Ryan of Rep1st will help you understand the importance of a digital game plan, demystify social media and present strategies to leverage the internet for your business.
Cost:
Lunch – $10 per person
HBAL members have priority over non-members.
Call 402-423-4225 or email info@hbal.org to register.
Doyle Petersen is a soils engineer who has worked in the Lincoln office of Alfred Benesch & Company (formerly HWS Consulting Group, Inc.) for his entire career. Doyle has over 38 years of design and construction soils experience relating to foundations, embankments, pavements, airports, railroads, and highways. Doyle will be discussing and answering questions on various soils-related topics regarding residential construction including: swelling/heaving soils; compressible soils; foundation/underfloor drainage systems; effects of trees and vegetation on foundation/subgrade soils; proper placement of fill/backfill; mud jacking; slab curl; possible drying of soils because of underfloor radon systems; underfloor vapor barriers; helical anchors; and push piers.
Cost: Breakfast – $5 per person
Call 402-423-4225 or email info@hbal.org to register.
Join Steve Drzaic from the Nebraska Department of Revenue as he covers
Nebraska sales and use tax as it applies to construction contractors. You
will benefit from this course if you perform construction services or handle
bookkeeping for contractors. The presentation will cover licensing requirements,
contractor registration, contractor options, exemptions, reporting and taxable
services.
