Category Archives: Customer Service

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.

Posted in Awards, Blog, Case Study, Customer Service, Events, Media Coverage, NEWSTAR | Tagged , , , , , , , , , , , , , , | Comments Off

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

We have known for a long time that warranty and customer service are extremely important aspects of the home building process.  Constructech highlights this with an article about the benefits of using technology to reduce the time it takes to resolve home owner PDI and customer service issues.  Specifically, home builders can use OnLocation-Warranty to easily track deficiencies and create work orders in a paperless process.  Combined with a powerful back-office system, deficiency tracking and supplier/trade quality control comes to life as well with detailed reports and the ability to backcharge easily. The result is an opportunity to improve customer satisfaction, reduce costs, and improve quality in the eyes of the home owner.

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