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!
Having a very good reputation within the industry