Classic Folios Talks Customer Satisfaction with Metis Homes

We recently spoke with Carol Staniford, Customer Service Manager at Metis homes, who were awarded silver in WhatHouse? Best Small Housebuilder Category and also received a gold award from In– House with a 100% customer satisfaction rating.

 CF: Congratulations on your Gold award from In-House for your 100% customer satisfaction survey.  

Carol: Thank you!

CF: What is the key to your success?

Carol: We are all nice people! We, as a company are extremely hard working, efficient, professional at all times, courteous and fair. We all have the same ethic and are all extremely proud of Metis Homes and the locations and quality of build we deliver, and we never lose sight of how important our purchasers are. 

The key to success from a ‘direct’ customer service view is that, in essence, we constantly communicate, and so gain trust and respect from both purchasers and sub-contractors. Regular contact with each purchaser right from the outset builds a relationship such that they learn that what we say we’ll do, we do. The same process applies to the relationships with all sub-contractors. They get to know that we troubleshoot before instructing them to attend and that we have a sound knowledge of the build process and a certain amount of technical knowledge   

 My colleague, Dave Courtnage (our maintenance engineer) has excellent customer service skills on a face to face basis, is very approachable, amenable, personable and cheerful, (along with, of course being efficient and knowing ‘his stuff’!). His character is such that our purchasers soon build up a trust of him. On many occasions he goes above and beyond the call of duty in offering additional help, providing access to properties when the owner cannot be at home, accompanying trades etc.

 CF: How important are products such as homeowner manuals as part of your customer care programme?

Carol: We feel, and have had feedback to support, that these are very important. As a company we are working with Classic Folios to improve our presentation and content to make these as succinctly informative and as user friendly as possible, and we are also actively encouraging the awareness and use of the myHomefiles portal where we are working with Classic Folios to ensure all relevant information is available to our purchasers.

 CF What benefits have you seen from the exceptional customer care that you provide to your homebuyers?

Very little grief!

Repeat business

Having a very good reputation within the industry

More News

Behind the Scenes with Ballymore, Embassy Gardens

We are currently working with Ballymore on their 'how to' videos for their stunning Embassy Gardens Development

Hazeley Homes Benefits From Hoozzi Handover

We talk to Gordon Piper at Hazeley Homes about how they deliver exceptional customer care using a digital handover.

Taking to the Field

Deanfield Homes, a new developer that is active in Oxfordshire, Buckinghamshire and Hertfordshire, has joined up with Classic Folios.

The Wates Welcome

We are very excited to welcome Wates Residential to the Classic Folios family.

Team Trip for a Taste of BRE Innovation

Our editorial team took a trip to the BRE (Building Research Establishment) Innovation Park in Watford for a first-hand look at some ingenious show homes.

Classic Folios Appoints New Head of Account Management

Classic Folios is thrilled to announce Chris Pickard as the new Head of Account Management.

Octagon Sign Up To 3D Walkthrough Technology

Octagon Homes worked with Classic Folios to create fully responsive property tours that feel as real as being in a new home.

What’s Next for PropTech?

2017 saw an explosion of technological innovation within the world of property, with numerous new products and services promising improved experiences...

The Fusion of Property & Technology

Proptech experts are advising the housing industry to become more digitally savvy to keep up with the demand of consumers. which is why we've created Hoozzi.

2017: A good year for Classic Folios

Classic Folios would like to wish a warm thanks and Merry Christmas to their clients as the year nears its end.

Hoozzi Area Guide - The Latest Addition

Hoozzi Area Guide is soon to launch, providing users with local information about their community.

Hoozzi Services to Launch 27th November

Hoozzi Services lauches on 27th November 2017. Offering a range of services to help people move, manage and enjoy their home.

Housebuilder Awards 2017

Classic Folios would like to wish huge congratulations to the clients who received an award at this year’s Housebuilder Awards.

Classic Folios Christmas Deliveries

A small reminder about Classic Folios' Christmas delivery dates.

Classic Folios Scoops Top Supplier Award

We are thrilled to announce that Classic Folios won the Best Industry Supplier prize at the Regional Property and Construction awards 2017.

Weston Homes has Partnered With Classic Folios for 16 Years to Achieve Customer Service and Satisfaction Targets.

Weston Homes Case Study

Classic Folios Exhibits at RESI Conference 2017

Classic Folios to exhibit at RESI Conference at Celtic Manor, 13th-15th September.

CALA Increase Brand Awareness and Customer Satisfaction by Consolidating Handover Through Classic Folios.

CALA Homes Case Study

One Portal. Lots of Possibilities.

New and improved features to online portal, Hoozzi.

Classic Folios Launches VR Home Tours

We're thrilled to present the next generation of property browsing.

Ibex Homes Go Digital

Ibex Homes now provide their buyers with Android tablets and Hoozzi.

Women in Construction

With over 700,000 people needed to fill jobs, more women are needed in the construction industry.

Are Your Buyers in the Know About their New Build Warranties?

The 2017 Homeowner Survey concluded that many homeowners still feel in the dark about their warranties.

Keeping Our Clients Compliant with the Consumer Code

The Consumer Code for Home Builders came into effect in April 2010 and is an industry led code of conduct designed to protect home buyers

Another Great Year with Weston Homes

Celebrating 16 years of working with Weston Homes.

Creating the Perfect Experience is More Than Just Selling a Great Property

Referrals come from positive sales experiences, but also the aftercare...

Out With the Old, In With the New

Classic Folios launch brand new online portal.

Ten-Point Plan to Solve the Housing Crisis

Housing professionals are encouraging politicians to take bolder steps to hit housing target and to beat the property shortage crisis in the UK.

Red Nose Day at Classic Folios

Classic Folios wear pyjamas to work and bake cakes for Red Nose Day!

Digital Handovers for Any Budget

Building on the success of its digital new home handover solution, Classic Folios is proud to launch an advanced Android tablet to its extensive product range.

Classic Folios Looking Like New

Classic Folios is delighted to annouce the launch of its new branding and website.

An InSITEful Visit

Classic Folios' Editorial Team jumped at the opportunity to visit HAB Housing's Lovedon Fields development to ever expand their industry knowledge.

Great Brand Experiences Will Always Leave an Imprint for the Future

Great brand experiences are worth shouting about, as are bad ones…

Creating Communities Not Just Homes

Property Developers are more than just house builders; they are creators of communities.

Garden Villages to Create New Homes

With ever growing fears around the housing crisis, it’s come as no shock that ministers have approved the build of 14 new garden villages.

Celebrating Success at the WhatHouse? Awards

Classic Folios would like to wish huge congratulations to all clients that received prizes at the WhatHouse? Awards on 18th November 2016.

Classic Folios Welcomes New Sales Manager

Classic Folios is pleased to announce the appointment of Fiona Hall as new Sales Manager.

Classic Folios Partner with Shape to Deliver Innovation in Handover

Classic Folios was delighted to create a bespoke launch brochure for The Taper Building.

Celebrating 20 Years of Business

2016 has been a great year for those at Classic Folios. Big deals have been made, new products are in the pipeline, and now it celebrates its 20th anniversary.