“We wanted to know what a home demo should cover”
What a home demonstration should be
We thought the training might have been about snagging a plot but quite the contrary. Snagging was not mentioned and that was pleasing because it’s about handing over a good home to a customer and not starting on a negative note.
The training was very thorough and showed us exactly what a home demonstration and handover should be and how to structure it.
Not just about training but guidance on procedures
The support materials are a real benefit. We are using the booklet given out as a customer care reference document. We have introduced easy user guides, and these have helped with customer queries, for instance, we now feel confident in telling a customer that shrinkage is normal, and we don’t deal with it.
The tips and guidance on how to demonstrate a property were great but it didn’t just stop at that. There was support in reviewing our procedures and giving valuable feedback both before and after the course. And that has helped us now introduce a quality plot book with check areas and an improved demonstration checklist.
Satisfaction scores have increased
We gather feedback from customers throughout the journey of buying and ask especially about the demonstration. As a result of our teams taking on board what they were taught, we are now getting 100% satisfaction on demonstrations.
Gentoo Homes aspires to be a 5-star housebuilder, and this is certainly supporting us in achieving that.
Consistent approach
The training came at the right time as we are growing as a business, and it enabled us to make sure that there is a consistent approach to carrying out a demonstration and that our teams feel confident and comfortable. This is now happening thanks to the training.
Despite having a mix of people, some experienced and some new, everyone came away with having learnt something.
We would certainly recommend this course because of the structure, tips and advice which will benefit us enormously.
