The Experience: Mastering Customer Care During & After the Build
Wednesday, February 18 | 8:30 - 10:00 AM
OCCC - Spotlight Room - Tangerine Ballroom - Hall West F2
What It's About
Creating a great customer experience doesn’t end when the contract is signed -- it’s needs to be fostered every day during the build and even after the project in complete. In this high-impact Super Session, industry leaders share both the strategic frameworks and tactical tools that transform the build journey into a profit-protecting, reputation-boosting advantage. Learn how to align your internal processes around proven rules of customer care, apply the R-E-C-I-P-E method to turn satisfied buyers into raving fans, master the project hand-off to stop profits leaks before they start, and uncover how to approach warranty challenges with empathy and clarity to strengthen trust, even when things go wrong. You’ll walk away with actionable systems, scripts, and strategies you can use immediately to improve communication, protect margins, and deliver consistency -- long after the sale is closed.
What You’ll Learn
- Implement strategic rules and frameworks that align teams, reinforce accountability, and create consistent client experiences across the build process.
- Apply tactical processes and scripts (like the R-E-C-I-P-E method) that generate raving fans and leverage positive experiences for brand growth.
- Master project hand-offs to protect margins, reduce errors, and turn a common profit leak into one of the most secure stages of the project lifecycle.
- Address warranty challenges with empathy and clarity by balancing technical solutions with the emotional side of client concerns.
Speakers
Arabic
Chinese
French
German
Italian
Japanese
Korean
Portuguese
Russian
Spanish