Harmonizing Homebuilding: Navigating Client Conflict with Preparation, Skill & Empathy
Tuesday, February 27 | 12:15 - 1:15 PM
LVCC - West 229
What It's About
Building and maintaining strong customer relationships in homebuilding demands a strategic approach rooted in understanding, training, and execution. Join us as we delve into the intricacies of managing client expectations, crafting contingency plans, and addressing issues with grace. Through real-life customer conflict stories, you'll gain insights into the processes and protocols that lead to happy clients. Explore how understanding the client's perspective is the linchpin to success before, during, and after construction. This session combines humor, practical insights, and real-world scenarios to equip you with the tools for resolving conflicts and fostering long-lasting client satisfaction.
What You’ll Learn
- Learn how to set clear expectations of activities, tasks and communications.
- Discover how to set boundaries and rules of engagement with your team and clients.
- Find ways to proactively mitigate potential problems and conflicts to address disappointed clients before the situation escalates.
- Understand how to de-escalate confrontational situations by properly following scripts, leveraging industry standards and adhering to facts instead of playing into emotions.