Times have changed and there is no avoiding that. As a developer, if you have been in the industry for many years then you will notice that consumers used to be less demanding, their expectations were far lower, the buildings were less complicated and overall the industry was completely different. However, that was then and this is now, so you need to ensure that you adapt your company to how things work in this day and age.
Aside from the quality and complexity of the buildings, the home purchasers are definitely one of the biggest changes that the industry has faced. Lots of people are happy to pay more for new build properties as they understand the benefits, however, along with the better high-quality of the property they also expect better service all round for their money.
Whilst years ago people may have been unhappy with something, the effort that it took to complain would often be off putting and they would simply put up with the issues they were experiencing. Nowadays, we truly believe that one of the reasons why purchaser complaints are growing is due to how easy it is to do so. You can contact a company via numerous platforms both privately and also publicly. It takes almost no effort at all and for this reason, purchasers will gladly voice their complaints.
Along with the ease of complaining, the expectations of purchasers have also changed dramatically. Everyone expects more at all times, especially when they believe that they are benefiting your company by purchasing from you. New builds also have a stigma around them that they are perfect and ‘brand new’ so no issues are expected. However, this isn’t always the case as you are well aware so, due to this high expectation as soon as a snag or a defect is highlighted it can quickly be blown out of proportion.
In this day and age, people are also very impatient. Despite a minor grievance, if this isn’t dealt with quickly then it isn’t unheard of for people to complain about the situation was handled. More so than ever before, purchasers demand attention and want their queries to be replied to quicker than is always possible for your company.
They may have made a small complaint, however, if this isn’t dealt with quickly then it isn’t unheard of for people to complain about the situation was dealt with. More so than ever before, purchasers demand attention and want their complaints or even queries to be replied to quicker than is always possible for your company. This is why a good customer service department is so important.
Customers are also much more aware of how their criticisms can impact a company, whereas previously a complaint would stay between the purchaser and the company they can now spread much further afield. The internet has affected this dramatically, people can now leave reviews for your company that you are unable to remove or edit. Of course, word of mouth is still very impactful, especially if you are a large developing company with numerous projects. If your buyers have had issues it can lead to other people being put off purchasing from you.
Due to the severity of complaints and the sheer amount that you could receive, it is important to ensure that you are managing them in the correct way. Customer care for new homes has never been more important and it is definitely something you should be investing in. By simply overlooking the growing complaints we can assure you that they will get worse and by handling them inappropriately or incorrectly you will only be causing more issues for yourself. It can seem like a vicious circle at times.
If you know that your company is struggling to handle feedback from your purchasers, whether they are related to managing builders warranty obligations, snag inspections or any other potentially detrimental issues, as well as day to day problems – then you may want to think about working with a professional after care company.
Thankfully a company like After Build who are not only a defect management company but who also specialise in all kinds of after care for new properties are here to assist you with all aspects of your property sales, including purchaser complaints. You can take all of the pressure off of your staff when it comes to complaints and work with a professional experienced company who you can rely on to handle them in the correct way.
Units 1 & 2 Woodfield Farm Offices, Isaacs Lane,
West Sussex RH15 8RA
During this difficult time After Build’s service continues as normal. Given our technology platform, the team is able to operate remotely without impacting on service levels – this includes Out of Hours Emergency cover.
In the event that a developer’s contractor is unable to attend a property (either because they are instructed not to, or because a homeowner does not wish it) the Property Coordinator will take full details of the issue, recording it on our system in readiness for making an appointment just as soon as matters return to normal.
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We encourage all clients, contractors and homeowners to stay safe.