Ep 157: The Customer Experience

Today’s episode features a familiar voice. To kick off Season 4 we’ve brought back the annual favorite - Steve Barkhouse, owner of Amsted Design|Build. This year we’re treating you to his company’s step by step process for delivering the ultimate customer experience during a custom home building or renovation project. If you’ve been struggling as the industry has shifted from the ease of the pandemic building boom to what it is today - this is an in-depth look at what’s working and why it works.

Show highlights include:

• 2:00  What’s happened in the last year?

• 3:00 Homebuilders and remodelers are no longer order takers

• 4:05 Shifts in the permit market

• 6:10 Defining the client experience plan

• 11:00 How did you design the experience?

• 12:55 The first real touch

• 16:33 The In Home Consultation

• 22:45 A modest investment of time and professionalism

• 25:22 Diving into development

• 27:00 Presenting to the client and design agreement

• 29:37 Helping clients understand budget in the current economic climate

• 35:15 Having fun and signing the contract

• 36:48 Handoff process

• 39:30 Discovery After Demolition

• 41:30 Trusted advisors and solid teamwork

• 44:10 Electrical walk throughs are important

• 44:50 Critical 10 - the last ten percent

• 47:10 Completion date, payment, and celebration meeting

• 53:50 How to connect and what’s coming up next?

You can learn more about Steve at https://www.amsted.ca/.

Social media:

LinkedIn - https://www.linkedin.com/in/stevebarkhouse/?originalSubdomain=ca

Or hit us through our Contact Page at https://buildernuggets.com and we’ll make a personal introduction.  

To get the most out of this podcast, head over to https://buildernuggets.com and join our active community of like-minded builders and remodelers.

Connect directly with Duane and Dave to ask a question, post a comment, share an idea or to schedule a confidential discussion about your business by visiting our contact page.