Developing consistency is important
With a lot of new people joining the company we want to ensure that the sales and after care team work together and offer a consistent message to our customers.
There has been a bit of a lack of understanding amongst the teams about snagging a property and what is a genuine defect, so we wanted to make sure everyone was aware of the difference.
The training gave us lots to think about
The training raised a lot of conversations in ways we might be able to improve certain processes for instance we were snagging during the demonstration and now recognize that this detracts customers from listening and learning about their new home and why we were ending up with loads of questions after they moved in.
The team now feel more confident as well in what they deliver at the demonstration. They will also be telling customers at the reservation stage that there will be shrinkage in their new homes which will save on a lot of calls we receive into after care about it.
Tested and it works
The trainer was very engaging and explained everything very well especially to the newer people. A few days later one of the sales team tried the new process at a demonstration and found that it worked exceptionally well and made it much easier to keep the customer focused.