What – ‘no’, you wouldn’t dream of it? Of course, you wouldn’t!
What purchaser would happily buy a new property if it had no front door, it’s a bonkers idea?
Yet, all too often, to save considerably less than the cost of a front door, developers will neglect to provide professional, reliable After Care to protect their customer for the first 2 years following legal completion. Would you allow your customers to struggle through the Builder’s Rectification Period without providing a dedicated, experienced After Care resource, just to save a few hundred pounds?
Failure to organise After Care will invariably cost your business more! How? Because unhappy customers ALWAYS generate complaints which in turn place more pressure on the organisation. This manifests itself in several ways:
Irrespective of the reason why a customer is complaining, someone must take the call and respond to it. (This is a resource cost).
Where the complaint is justified, someone must organise a programme of work to address the issue. (Another resource cost).
When a complaint is either ignored, or where the response is too late, many complainants will turn to social media to voice their dissatisfaction.
Social media is instantaneous and permanent. And the damage to a businesses reputation is of unquantifiable cost; poor reviews and search engine results that present a poor picture of the business hang around for many years to come. (Reputational damage cost).
All to often, the extreme of complaints will involve senior officers of a company as they are quickly escalated internally. This is now a costly management distraction. (Highest level of resource cost).
To pacify unhappy homeowners some form of compensation is often applied (re-painting a room at no expense or the addition of a chargeable feature for free. (Intangible cost). It just isn’t worth it! No After Care does not save an organisation money, but rather it heightens the risk profile and without question costs more, over not just a given development but, over that business’s future trading.
If you want to know more about After Build speak to our Director of Sales and Marketing, Mark Fawcitt on 07342 037810 (markf@afterbuild.com).
Comments