Tops in customer service

Sunday, March 24, 2019

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Joe Sutter

Home builder Eric Doyle has been providing customized, “panelized” homes with a quick turnaround for almost four years now in Fort Dodge. This year he’s been recognized for his high customer satisfaction.

Doyle was presented with the “Voice of the Customer” award at the annual Wausau Homes Builder Conference in Madison, Wisconsin. He operates the Wausau Homes office in Fort Dodge.

“I made that a goal this year of making sure the customers were happy, and just had that in the back of my head,” Doyle said. “The main thing is just making sure you talk to those customers.”

The award is based on surveys Wausau sends to customers, Doyle said.

“So I had nothing to do with it,” he said. “I just encouraged my customers to participate in it, because if I don’t get any feedback I can’t improve on my job.”

The high score of 9.3 out of 10 shows that Doyle is doing what he is saying, and sticking to the process, he said.

According to Doyle Wausau’s process means he can provide new homeowners with a firm price, and a reliable move-in date.

With Wausau homes’ panel system, walls come in panels which can be set up much quicker than if the walls were built from scratch on-site. But Doyle said there’s a great amount of flexibility in floor plans.

“I don’t think we’ve ever had one where it’s just, ‘Here’s the plan, build it.’ We’ve always made modifications to the plan,” Doyle said. “Somebody might want a little bit deeper garage, someone might want a little bigger master bedroom, take away from the other rooms.”

It starts with a meeting between Doyle and the customer, on the four comfy chairs at Doyle’s office. Doyle said he likes to find out ahead of time if there are any pitfalls which might affect the price of the home.

Full article.

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