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Customer Care Best Practices

July 6, 2023

Your new build homes are nearing completion, and your customer care team is gearing up to ensure a smooth transition for your customers into their new residences. Your comprehensive new home guide is prepared, and snagging issues have been addressed. However, it’s important to consider whether you are adequately prepared to handle unexpected issues that may arise. Are you prepared to efficiently and effectively deal with issues that may pop up out of the blue?

Many house builders offer customers a walkthrough of the property before they move in, highlighting the key features and providing a thorough demonstration of the house. They also provide “New Home Guides,” which contain a wealth of information on various aspects of the property, including doors, windows, plumbing, heating, gardens, kitchen appliances, and more. While these guides are valuable resources, offering essential tips for maintaining the newness of the home, customers may wonder whom to turn to for assistance when issues inevitably arise.

To ensure satisfied customers who become your biggest advocates, thus building your reputation, it is essential to implement certain customer care best practices. Here are some recommendations:

Rectification coordination

As a house builder, it is your duty to address any valid construction issues within the initial two years after the legal completion or handover of the property. This period is commonly referred to as the “Builder’s Rectification Period,” and effectively managing it presents its own set of challenges. Ensuring you have a team in place that focuses on warranties and maintaining a relationship with the original contractors from the build, can offset some of the challenges that may arise. The warranty team or customer care team is responsible for assessing and addressing each reported issue from the homeowner, and they oversee the contractor’s involvement in cases involving substandard workmanship or faulty materials.

Streamlined communication

Since the first text message was sent on 3rd December 1992, communication has undergone a significant transformation. Establishing a centralised system where customers can interact with your customer care department regarding maintenance issues, snags, and defects is crucial. Such a system allows for capturing and storing information, enabling easy access to the true source of information and the ability to revisit historical data. An effective customer care system should:

  1. Keep customers informed by providing progress updates and maintaining a chain of communication.
  2. Automate functionality to push automatic updates once progress has been made, freeing up your customer care team’s time for higher-priority tasks.
  3. Ensure easy access to customer details, including names, addresses, and reported issues.
  4. Record every detail, including documents and reports from subcontractors, customers, and your in-house team, with the ability to revisit historical data.
  5. Safeguard information by implementing security measures to protect data in case of device loss or personnel changes.

Invest in customer experience

As the saying goes, “Death and life are in the power of the tongue.” Consider the word-of-mouth reputation you want your customers to spread. Each interaction with your customers is an opportunity to leave a lasting impression. Customer care plays a vital role in the home handover process. Consider sending a congratulations card or offering to take a photo of them stepping into their new home, creating an unforgettable experience for them to cherish. Remember, even small gestures can go a long way.

In conclusion, to provide exceptional customer care and enhance your reputation, remember to thoroughly demonstrate every aspect of the home to the customer before they move in, establish a dedicated team for after-sales care, implement a streamlined communication system that provides instant information, and invest time and effort in your customers just as they are investing in you.

To learn more about how to provide a 5-star customer service by managing the customer journey and after-sales process by logging and tracking issues until they’re resolved, click here to explore the customer care module. Alternatively, you can arrange a free online demonstration tailored to your specific requirements by emailing us at or phoning us on 01628 702702.

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