Managing the Emotional Homeowner


10:00 AM - 11:00 AM
Las Vegas Convention Center, North 260

Format: Building Knowledge Session
Level of Content: Novice
Track: Custom Building & Remodeling
Continuing Education: NAHB - 1.00 CE hour(s), NKBA - 0.1 CEU(s)
Appropriate for: Remodelers, Single Family - Small Volume Builders, Single Family - General Contracting

David Lupberger, David Lupberger & Associates, Boulder, CO

What It’s About:
Custom builders and remodelers aren't just selling a project; they are selling the entire experience. Managing emotional homeowners means managing expectations and guiding them through every step of the process in addition to managing the project itself. In this session, you'll hear best practices for setting clear project expectations and leading homeowners through this process, and will learn about five critical tools to help you in this effort, including the weekly progress meeting, the carbonless memo, the homeowner notebook, the documented schedule and the project whiteboard. With proper communication strategies and strong management, your customers will become your biggest fans and best source of referrals.

What You'll Learn:
Learn how to recognize customer warning signals early on.
Understand the framework to respond to customer warning signals.
Gain insight from a sample paper trail (provided) to facilitate customer communication.
Discover how to take action to avert lawsuits and other serious problems.

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