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Communication 101

Monday, July 22, 2024

 By Sky Huston

Effective communication is crucial in every industry, but it is especially vital in the construction business due to the complexity of our products and materials. The most successful home builders are not only knowledgeable and experienced but also possess “the heart of a teacher.” This approach requires extra time, careful thought, and patience, yet the benefits are substantial. Nearly every issue in new home construction can often be traced back to miscommunication or a lack of communication among those involved.

Homebuyers want to work with builders they like, trust, and have confidence in. While being likable and trustworthy is relatively easy, earning a customer’s confidence to entrust their largest investment to you requires additional effort, knowledge, and the right temperament. Customers do not expect you to teach them how to build a home, but they will have questions. While we are all busy, it is essential to provide thorough answers to customer inquiries about their home. Make them feel like the most important people in the world when they are with you. Help them understand the process, what you do, why you do it, and the long-term benefits to them. This effort generates future referrals, as buyers are likely to refer their friends and relatives to builders who communicate well.

Buildertrend is the tool Amwood uses to communicate with YOU, the builder. Buildertrend should be your friend. Every authorized Amwood Builder has access to the platform. We have processes for everything, and there are good reasons for each process. Many builders use Buildertrend to communicate with their subcontractors and customers (using a separate account from the Amwood account). If you forget a process or have a question about Buildertrend, contact your Regional Sales Manager or Mike Jacob at 608-756-2989 extension 101. Everyone at Amwood is more than happy to help you communicate with us through Buildertrend. When used properly, everything is documented, and documentation benefits everyone.

Communication Ideas to Streamline the Process

1. Be Thorough with New Quote Selections: Ensure you are as detailed as possible when entering selections for a new quote. While customers may not always know exactly what they want initially, they expect their quote to be as accurate as possible. Make notes in each category if you or the customer have special requirements that an estimator or draftsman should know. Good communication at the outset will pay dividends and streamline the process.

2. Attach Clear Plans for Quotes: When quoting a standard or “featured” plan, always attach a marked-up or “redlined” plan for the estimator and draftsman. Ensure handwriting is legible and each change to the plan is clear, or use a PDF annotator like Autodesk Viewer, which is available as a free download. Our estimators and draftsmen are knowledgeable but cannot read your mind.

3. Review Selections Before Submission: Before submitting selections for a quote, take the time to review them. It is easy to make an inadvertent wrong selection when in a hurry. Reviewing your selections before submission is always worthwhile to avoid expensive problems, disappointed customers, or time-consuming Change Orders.

4. Understand the NEW Order Flow Process: Our Order Flow process has recently changed for the betterment of the system. Please review the new process “Order Flow 2.1” on the Builder Portal under “Most Popular Forms” on the front page. If unfamiliar, contact your Regional Sales Manager. We will happily explain the process and its benefits, including faster turnaround times and potential credits for effectively managing your customer.

5. Utilize GoToMeeting for Clarifications: Use our GoToMeeting availability for any questions concerning a quote, change order, plan, kitchen layout, etc. Online meetings can eliminate 2-3 change orders and expedite your project.

6. Discuss Change Orders with Customers: Have an initial conversation with each customer explaining Amwood processes and the benefits of thoroughly considering change orders to minimize them.

7. Conduct Thorough Walkthroughs with Set Crews: Always perform a detailed walkthrough with your set crew when they are nearly finished. They will need your sign-off and a completed “Framing Completion Checklist” to inform the plant manager of any unfinished work or missing materials. Set crews take pride in their work and prefer to make any repairs before leaving to avoid return trips.

8. Handle Warranty Issues Promptly: Submit warranty claims as soon as you are aware of an issue. Timely submission allows our warranty department to address the problem quickly, leading to happier customers. Ensure the pictures for the warranty claim are clear and detailed. Pictures can be uploaded to the warranty claim section on Buildertrend or emailed to se*****@am*********.com.

We are not only in the “New Homes Construction Business” but also in the “Communication Business.” The better we communicate with each other and our customers, the more successful we will all be.
Good Selling!

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