The document discusses the importance of loyalty and customer experience in building a successful business. It states that loyalty is the new business driver, and that price doesn't matter as much as customer experience and caring for customers. Building loyalty requires commitment from everyone in the business. The top referral drivers for buyers are installation/workmanship, options, construction skills, sales experience, and customer care experience, while the top driver for homeowners is customer care experience. The document provides tips for building loyalty such as exceeding customer expectations, making customers feel important, responding quickly, and consistently delivering on promises.

1. LOYALTY
IS
LOVE!

2. THE HEART OF THE MATTER
Loyalty is the new business driver

3. • You Can't Hurry LOVE!
• Building Loyalty requires commitment
from EVERYONE
• PRICE doesn’t matter
• CUSTOMER EXPERIENCE does
• CARING allows for forgiveness &
feeds your business

4. TOP 5 REFERRAL DRIVERS
BUYERS
Installation & Workmanship - 29%
Options - 16%
Construction Rep Skills - 10%
Sales Experience - 9%
Customer Care Experience - 7%
HOMEOWNERS
Customer Care Experience – 47%
Framing/Wall Alignment – 13%
Plumbing – 8%
Flooring – 7%
Windows 7%

5. THE LOVE
COMMANDMENTS
THOU SHALT NEVER FORGET THE CUSTOMER
THOU SHALT REMEMBER CUSTOMER NEEDS FIRST
THOU SHALT REMEMBER YOU NEED YOUR CUSTOMERS
THOU SHALT FORGET THE NUMBERS AND REMEMBER THE HEART
THOU SHALT NURTURE PERSONAL CONNECTIONS
THOU SHALT LOVE INTERRUPTIONS
THOU SHALT NEVER ARGUE WITH CUSTOMERS

6. The Heart of the Matter
• Customer Loyalty is a philosophy. A LIFESTYLE CHOICE!
• It starts at the top and works it’s way down
• It starts at the bottom and works it’s way up
It requires A LOT of work
It requires A LOT of pain
It requires A LOT of dedication

7. Remember the Customer
Building a relationship with your customers builds:
• Respect
• Trust
• Loyalty
Remember the golden rule....
Treat others the way you want to be treated.

8. How to show the LOVE
• Under promise and over deliver by exceeding Customer
Expectations
• Make Customers important
• Respect the Client
• Tailor the experience
• Get it right the first time
• Clean up before and after the work
• Provide service quickly

9. The Love Check List:
• Speak your customers language
• Connect constantly and easily
• Respond quickly
• Make business seamless
• Lose the Loops – make the connection personal
• Go Farther – exceed expectations

10. TRUST BUILDS LOVE
CONSISTENCY BUILDS LOVE!
Return calls in a timely manner
Warm and genuine greeting
Total customer focus
Be polite
Consistency between departments
Speak well of the competitors
Be empathetic
Be prepared to deal with children
Be honest
Do what you say you’ll do!

11. Receive a little LOVE...
Learn more about Campbell Homes:
www.campbellhomes.com
info@campbellhomes.com