Keeping Sales Process Momentum Positive Over the Holidays

2019 Market is Strong Heading into the Holidays

We're just about to arrive in a double whammy environment for new home sales: less than optimal weather and many competing activities.

The weather might be frightful but ...

Yet, the overall market is positive: website visits are up, sales traffic is up, 2019 sales results are good.

How to keep the momentum going through the next several months?

Home Shoppers are in Your Office Because They're Interested!

A good first step is embracing the idea that home shoppers are visiting your community because they're interested in buying one of your homes... in many cases, today!

It's true: the weather might very well be frightful (while that is probably true in Minnesota, there are other locations where the weather is much better than July!).

And, recognize the power of inviting; take advantage of the holidays and your locale for inspiration. Hot apple cider makes any location seem like home! Add some fresh smelling citrus to up the scent if you're in a warmer climate! A fresh, new look and feel is contagious... and inviting!

Work Your CRM to Drive Traffic

Did you have a chance to read our Top Performer Blog? Our most effective CPS CRM sales manager's tip for success was persistence with follow-up. 

This Top Performer kept in touch with "his team" using his CPS CRM database -- and there's no better time to reach out than today. Invite "your team" over for holiday treats, coordinate a wine tasting, support a fundraiser for a local food bank. You're working to be "top of mind" for your team and any of their friends and family considering a new home.

After All, You're Prospecting for the Long Haul!

That's a Jeff Shore theme: top performers work the small things over and over. Ryan Taft is one of Jeff's sales trainers; he produced a great Blog reinforcing the small and consistent message:

1. Do it! (that is: start now!)
2. Personalize the Heck Out of It! (and the holidays make this pretty easy!)
3. Be Consistent! (get started, now; keep at it after January 1!)

Consider New Tools in 2020!

Take a look at the IBS2020 Buyer Guide: CPS is listed as a member of the 25 Year Exhibitors Club! 

We're persistent: we're actually celebrating 35 Years as a software vendor to the homebuilding industry! Join us in Booth SU631 and see how our persistence can help you sell more homes, build more profitably and provide more responsive customer care!

Builders: Electronic Signature Key to Improving Efficiency & Satisfaction

Builder Hot Topics: Efficiency, Productivity, Buyer Experience

The Solutions Blog has devoted quite a bit of virtual space focused on improving efficiency and productivity -- particularly on the operations side of homebuilding. Take a look at recent Blog articles:

• Builders: Increasing Productivity Helps Offset Labor Costs & Availability
• What Can Builders Do to Up Their Productivity?

Efficiency, Productivity to Buyer Experience

We've also been talking about the Home Buyer Experience -- before, during and after the new home purchase:

• Customer Service: A New Paradigm for Builders
• Have You Asked: What is Our Buyer Experience Gap?
• Builders: Consider Value-Unique Experiences

CRM Offers Experience and Efficiency Opportunity, too!

One key concept emerges from all the articles highlighted above: the builder's universe is expanding! There aren't any islands left, in other words! Thinking about buyer experience is no longer limited to the sales office or marketing. It encompasses operations -- from construction to warranty, too. 

Efficiency can be thought of similarly: how long does it take your sales agents to process a sale? Do you have 25-40 documents ranging from Purchase Agreement to Options Orders to Avigation (yes; that's a real word!!) Disclosures?

Document Processing is More than Creation; Consider These Stats

How long does it take for your agent to generate these documents -- and how many signatures are required? Do you realize that 37% of documents are missing a necessary signature, initials or dates?

And, many people don't always consider the post-signature activities required to support documents: that's the proper collection, filing and retention. 51% of businesses report that some or all of the documents needed are mis-filed or lost!

Efficiency, Productivity Moves Beyond Operations!

In other words, are you certain that Lot 55's purchase agreement package is completely processed, stored properly and accessible?

Electronic Signature Can Go Beyond Purchase Agreements!

You're probably familiar with electronic document signature processing as it relates to purchase agreements (CPS CRM, for example, provides seamless integration with DocuSign to obtain signatures for all documents, distribute the documents amongst all necessary entities in a specified order and save a completely executed set). And, the value is not only for the builder: buyers appreciate the ease and ability to obtain and store a full set of accessible, executed documents. That doesn't even take into consideration processing a sale with buyers in multiple locations!

And, have you considered the value of electronic signature for your warranty/customer service operations? Why not provide your customer service rep or vendors with the ability to accept electronic signature on work orders via phone or tablet? CPS WarrantyWatcher does exactly that -- and keeps a copy in the lot's permanent history file, as well!

There's now another touchpoint (or two!!) for improving efficiency, productivity and the buyer experience!

Smaller Builder Part 2: Take Advantage of Knowing Your Ground

BuilderOnLine Talks About How Smaller Builders Can Prosper

Frank Anton had another great BuilderOnLine article talking about smaller builders; you can read it here.

Gear Up Your CRM Reach!

His theme: many smaller builders survived the downturn, they've prospered and can continue to do so.

But, Anton suggests, there are 3 keys to ongoing success and smaller builders should  sharpen their focus on these critical items. Our last Solutions Blog talked about #1: Actionable Customer Service.

Maximize Being at Ground Zero!

Anton reminds: Remember that knowing the ground is a decisive factor not only in warfare but in homebuilding, as well.

Are there actionable possibilities, here, as well?  There are many but we'll focus on sales team actionables to start:

• Gear-up your CRM software with a focus on local co-op agents: Get creative, make a Taco Tuesday event in the sales center and raffle off a Margarita basket! Co-op agents in many areas are responsible for over 50% of sales traffic.
• Fine-tune your local agent reach: We've talked about demographically-focused agents (see an earlier Blog) -- they develop groups of interested home shoppers that are always available. Try tapping into several of those groups.
• Keep up your reminder emails: There's a tendency to think: well, I emailed those home shoppers already...what else can I do? IBS2019 speakers reminded us (and there's plenty of articles about this, as well): one time isn't enough! Two or three aren't either! Develop a set of focused emails and create a campaign for ongoing interaction.

Market Your Ground!

Your Team is on the ground: highlight what they know!

One thing we've learned in the 10 years of providing interactive touchscreen kiosks: home shoppers want to know more about the location! 

CPS SalesTouch provides an engaging way to tell your geographic story and we encourage builders to include items that go beyond the basics: the local craft store, interesting museum, fun restaurant.

Go the extra step and suggest a popular appetizer (one client highlighted a Gotta Try: for each restaurant!) or highlight what makes a particular recreation location appealing (is it the great fishing, the sandy beach or terrific mounting bike trails?).

Reach out and let your home shopper know what's particularly interesting around your community because your team is on the ground and knows it! Your team knows the area so they're able to highlight the local restaurants, unique shopping spots, great recreation areas..everything that helps your community stand out!

Remember: home shopping can be stressful because of the fear of the unknown.  You're building a good product and you want your buyers to know that you care about them. Let your local, on the ground, knowledge help mitigate the stress!

Interested in finding out how you can put some of these CRM and touchscreen kiosk actionables to work for you? Contact us to schedule a one-on-one demo so we can show you!

Builders: Smaller in size? Add Focus to Actionable Customer Service

Smaller Means You Can Be More Nimble

Recently, there's a great Frank Anton article in Builderonline: Three Ways Small Home Builders Can Be Big Winners --  it's worth reviewing; you can read it here.

Anton notes he's "big" on stats & trends -- and in the 45 years he's been around the the housing business, he's usually been on the right side of predictions.  One he missed: how large the "majors" would become.

But, he says, smaller builders and those in smaller markets are in a great position. They're not occupying the same "space" as the NYSE builders.

Smaller Allows You to Focus on Personalized Customer Service

Anton suggests smaller builders have an opportunity but.. they need to focus on key metrics and one of the most critical is customer service. And, to be honest, it is one of the most controllable!

He goes a step further and suggests thinking of the process as concierge service!

SST is a Preference for Many

SST (that's Self Service Technology) provides smaller builders with a manageable way to connect with home shoppers and buyers -- and the price tag is reasonable!

Self-service hasn't always had the best of reputations. However,  attitudes, preferences and expectations change quickly. One reason is changing demographics; another is technology.

Self-service is one of those quickly evolving expectations.  Today, self-service is not only a solution but a preference for many -- regardless of age. 

Use SST as Your Concierge

What? How can SST (that's self service, isn't it??) provide concierge-level service to home shoppers and buyers? 

Your customers want fast and concise information. Communication doesn't have to mean conversation! They're also interested in information that's tailored to their specific situation: that's personalization! It adds up to a level of customer service that's actionable and personable.

Take advantage of technology to facilitate delivery of the types of information that will make your customers feel your attention!

SST Delivers Information Quickly, Concisely and When Requested

What sorts of personalized information can technology provide in this concierge service idea? Here are a couple to consider:

• Online, real-time sitemaps - Let your home shoppers know the details as to what's available; over 90% are going online so why not provide key info from the get go?
• Construction status updates - How about using your construction software's Portal to deliver weekly "stage of construction" photos?
• Stage of the sale updates - Use your CRM system to deliver automated emails letting your buyers know where they are in your 10-point buying cycle
• Focused Warranty reminders - Setup a schedule using your warranty software for automated email reminders: Fall gutter cleaning, Holiday light tips, Spring lawn advice, Summer air conditioning advice are just a few examples. You might be sending them to multiple individuals but they're offering specific, actionable information that your homebuyers can put to use.

Remember: Referrals are the Most Cost-Effective Source of Traffic

Happy home shoppers and buyers will have you "top of mind" when talking about their home shopping experience!

Interested in finding out more about technology options facilitating this type of concierge service? CPS can help you; contact us to schedule a one-on-one demo and what your customer satisfaction and  referral rate grow!

Builders: Grab Your CRM Tools for Spring Selling Season!

Might be Frightful Outside but..Spring Selling Season is Here!

We have to admit: the weather outside -- whether you're on the East or West Coast -- doesn't exactly encourage getting outside and going home shopping. Even if you're in Las Vegas -- it's snowing!

Take advantage of slower traffic today & get ready for Spring!

But, why not take advantage of the slower traffic and take stock in preparation for your Spring marketing efforts?  We have some ideas to start generating visits to your sales offices and engaging home shoppers once they arrive!

Start Reaching Out to Realtors & Other Neighborhood Sources, Now

There's a great, recent Frank Anton article in BuilderOnLine noting, "Remember that knowing the ground is a decisive factor not only in warfare but  in homebuilding as well."  

Do you know your local Realtor community? Why not get acquainted and start putting together a "Get Ready for Spring" open house and offer a "spa event" raffle for attendees? Or, a "Wine & Cheese" evening with a case of your favorite? Keep the buzz going: don't stop with one event! If you start now (in dreary February), you'll be ahead of 90% of your competition!

Here's where your CRM system can step in and help! Make sure your local Realtors are in their own section so you can easily email and measure your success in terms of visits, home shopper tours and sales.  Not sure how to do this? Let us know: CPS CRM is laser-focused on co-op agent features!

Start Thinking About Demographics, too!

Don't forget: many Realtors focus on specific demographics or groups -- relocations, ethnic or religious groups, 55+ buyers, etc.  Try reaching out to the demographic-centric agents, often.  They always have a group of interested buyers available to visit your community -- provide them with a reason to stop by -- again and again.  CRM will help here, too: establish Rating groups so you can sort through your database and focus on specifics.

Work to Create a Great Buying Experience

You want to be your customer's #1 choice: what can you do to make that happen? First, embrace the idea that home shoppers are visiting today because they're interested in buying one of your homes. In many cases, today!

Next, we'll suggest that it makes sense to start looking at your sales office as a customer does.  What will help you stand apart so the home shopper rates your community #1?

Think about: what are you doing to create a great buying experience? From the minute a prospect drives (or walks) up to your office, they're using all of their senses to evaluate the experience...from smell to sight to touch!  We'll talk about touch in the next Solutions Blog but.. make sure that your "curb appeal" is upfront, clean and appealing!

Followup!

Have you seen the stats? Only 50% of home shoppers hear back from the sales office they visited! Even a simple Thank You! gets you in the top 50%! Think about the value of  an automated & templated followup with a short, cell phone video with a quick tour -- you're in the top 10%!

Do you recall an earlier Solution Blog with Ryan Taft's CRM tips? Take these quieter times to start a top performer habit:

1. Do it!
2. Personalize the Heck Out of It!
3. Be Consistent!

It's President's Weekend -- Spring Selling Season is Around the Corner!

It's true: we're just about to wrap-up February -- and that means the Spring Selling Season is kicking off! This week offers a great time to take stock and develop plans to kick-off new Spring new home sales/marketing efforts.

How do you create a great Buying Experience?

We'd like to suggest several ideas to help generate visits to your sales office and better engage home shoppers when they're there:

(1) Start Reaching Out to Realtors, Now -- We've blogged about the value of co-op agents before (here's an earlier Solutions blog -- Builders, Co-Op Agents: Reaching the Asian Community.)

BuilderOnLine reports Spring is the busiest season for Realtors and suggests offering incentives to make sure they are up on the latest about your community.  How about putting together a Get Ready for Spring Open House -- maybe offering a "spa event" raffle for attendees?  Or, a Wine & Cheese evening with a several bottles of your favorite?

Keep the buzz going: don't stop with one event!  If you start now (in dreary February), you'll be ahead of 90% of your competition!

Don't forget Realtors often focus on specific demographics -- relocations, ethnic or religious groups, 55+ buyers, etc.  Try reaching out to the demographic-centric agents, often.  They always will have a group of interested buyers available to visit your community -- provide them with a reason to stop by.

(2) Work to Create a Great Buying Experience --- You want to be your customer's #1 choice; what can you do to make that happen? First, embrace the idea that home shoppers visit your office because they're interested in buying one of your homes.. in many cases, today!

Next, we'll suggest that it makes sense to start looking at your sales office as a customer does. What will help you stand apart so the home shopper rates your community #1?

Think about: what are you doing to create a great buying experience! From the minute a prospect drives (or walks) up to your office, they're using all of their senses to evaluate the experience...from smell to sight to touch!

Mollie Elkman, a Philadelphia-based marketing expert, reminds us that pictures offer "virtual curb appeal."  Why not build on standard imagery and Go Interactive to make your office stand apart and grab home shoppers' attention?

An interactive touch presentation actively engages prospects from the minute they step into your sales office and can continue the conversation with interactive floor plans, the ability to select and place furniture inside your homes and e-brochures.

CPS offers software to help you zero in on the co-op agent community (that's CPS CRM) as well as SalesTouch, our interactive touchscreen system for both the large and small (think tablets) screen. We're here to help -- even when it's snowing and raining!

How to: Kick-up Your Holiday New Homes Selling Season!

The Thanksgiving-to-New Year holiday season is here -- and home builders may see a slow down in sales office traffic and sales activity during this period due to the holidays, weather, competing activities and the like.

Weather doesn't need to be an objection!

But...it doesn't have to be so!

While some home shoppers might drop out during the holidays, BuilderOnLine suggests that many shoppers find the season a good time to kick up their buying process.

Why? Take a look at the reasons and see how you can turn potential negatives into traffic and sales:

• Yes; it's the holidays! It might seem counter-intuitive but...time away from work can mean time home shopping.  Take advantage of people visiting during the week and build on the season: add cookies, hot chocolate or even a special holiday options/upgrades program to encourage visits.
• Frightful outside? Yes, it's true: the weather in Minnesota can be chilly during December but...it really isn't that bad in many other states (and, might even be better than mid-summer in some locations!). Turn to the holidays and your locale for inspiration.  Hot apple cider makes any house seem like home! 
• Are decorations necessary? You really don't have to take on a specific holiday or tradition; add some family-style photos (or adventure vacation shots depending on your demographic!) and festive bowls of lemons, limes and oranges for fragrance and atmosphere.  A fresh, new look and feel is contagious!
• Doesn't 2018 means change? While some might be concerned about changes in 2018, others are energized.  Be prepared to talk about mortgage details, up ticks in home sales volume and any/every thing that's happening in your new community.  You can be the catalyst for thinking 2018 means exciting new adventures!

Now is the time to put your CRM system to the test, as well!  Send out a holiday appetizer invite to your co-op agents, zero in on those prospects interested in schools (those aren't changing!), deck your halls and encourage last summer's prospects to drop in on a (otherwise slow) Sunday for cookies and hot chocolate.

Need help finding a CRM system that can assist you in these efforts?  We're happy to show you how CPS CRM will make your holidays bright!

Marketing Doesn't End with the Purchase!

Super interesting Forbes article recently by Alan Murray: Four Forces Revolutionizing Marketing.

Murray summarizes discussions encountered at a recent Fortune Brainstorm Tech conference noting marketing executives face a world that is radically different from it was just a decade ago.

CPS WarrantyWatcher: Facilitating the process!

On one hand: don't we all face a world radically different from 10 years ago?

On the other, Steve Lucas with Marketo offers today's marketing dilemna: the number one challenge facing marketing today is complexity. There are pop-up events, campaigns designed to last a week, increased content access via mobile phones & tablets and, as JB Osborne, Red Antler CEO notes, trends are condensed over a period of a couple of weeks or a month.

What really stands out in Murray's article however, was the consensus that marketing doesn't end with a purchase. In today's social media-driven world, the marketing process doesn't stop with today's encounter or the purchase -- there's a need to generate ongoing enthusiasm for the brand, project or community.

Isn't that what we've been talking about regarding functionality provided by CPS' CRM and WarrantyWatcher software? Today's homebuyer becomes tomorrow's homeowner -- and their brand influence can be considerable given social media reach from the moment they walk into the sales office. Providing a Portal to get in touch, keep in touch and communicate quickly can be as important to homeowner perceptions as resolving an issue.

After all, it has been reported that the staying in touch and keeping buyers/owners informed drives referrals (and isn't that a marketing objective?) far more than any other source!

Might be Frightful Out but..Spring Selling Season is Just Around the Corner!

We have to admit: the weather outside -- whether you're on the East or West Coast -- doesn't exactly encourage getting out and doing home shopping this weekend.

Take this Dreary Weekend to Kick-off Spring!

But, that same weekend could be a great one for taking stock and kicking-off your Spring new home sales/marketing efforts.  Here are several ideas to start generating visits to your sales office and engaging home shoppers once they're there:

(1) Start Reaching Out to Realtors, Now -- We've talked about the value of co-op agents before (take a look at an earlier Solutions blog entry --  Builders, Co-Op Agents: Reaching the Asian Community.)

BuilderOnLine reports  Spring is the busiest season for Realtors and suggests offering incentives to make sure they spread the word about your community.  How about putting together a "Get Ready for Spring" Open House -- offering a "spa event" raffle for attendees?  Or, a "Wine & Cheese" evening with a case of your favorite?  Keep the buzz going: don't stop with one event!  If you start now (in dreary February), you'll be ahead of 90% of your competition!

Don't forget Realtors often focus on specific demographics -- relocations, ethnic or religious groups, 55+ buyers, etc.  Try reaching out to the demographic-centric agents, often.  They always will have a group of interested buyers available to visit your community -- provide them with a reason to stop by.

Get Interactive with Virtual Curb Appeal!

(2) A Picture is Worth a Thousand Words --- Mollie Elkman, a Philadelphia-based marketing expert, reminds us that pictures offer "virtual curb appeal."  Why not take one step further and Go Interactive with a touch screen system?

You'll start engaging prospects from the minute they step into your sales office and can continue the conversation with interactive floor plans, the ability to select and place furniture inside your homes and e-brochures.

Take your home shoppers "behind the walls" and visually talk about your location, amenities, and features.  Show them you're "in their location" and highlight what is available in the location or the great amenities provided by the HOA.

CPS offers software to help you zero in on the co-op agent community (that's CPS CRM) as well as SalesTouch, our interactive touchscreen system for both the large and small (think tablets) screen. We're here to help -- even when it's snowing and raining!

Your Home Shoppers Want to Hear from You!

Interesting article recently in Realtor suggesting agents might want to reassess their follow-up efforts with home shoppers.  Keeping in contact not only puts you "top of mind" with active home shoppers but can also be a referral source, as well.

The key thought is many home shoppers don't have a "specific" interest in mind when they first start looking at homes and staying in touch is possibly the most underrated and underused sales process in the industry.

Software facilitates staying int ouch!

Of course, all of us have many, often competing priorities for our time.  Yet, 36% of home owners say they find it beneficial to receive communications -- even if they aren't in the market for a home, today.

Topics of interest range from what's for sale to home maintenance pointers.  Why not have a set of pre-established emails that go out on a periodic basis to everyone in your prospect file?

CRM systems are designed to facilitate this process -- from registering your prospects to creating a set of followup emails to actually sending them on a scheduled basis.  Once you have the followup details down, your home shoppers will receive tips and pointers from you on a regular basis -- without any additional work needed.

And, why not apply the same process to your home buyers?  Here's a group of people living in a new neighborhood, using different appliances and concerned about their new home.  Remind your homeowners that you're available for warranty questions --  and encourage the "warm and fuzzy" by sending out an email with the closest restaurants (coupons might be a possibility, too) -- or a trail guide to local recreation hot spots. There's always room for info regarding the new appliances, HVAC systems and electronics, too!  After sale communications are another key referral source!

Not quite sure how to get started with this process?  Contact us to discuss CPS•CRM and WarrantyWatcher customer service software -- easy-to-use and cost effective ways to communicate with prospects and buyers!

How to: Keep Home Sales Momentum during the Holiday Season

The Thanksgiving-to-New Year holiday season is upon us -- and some new home builders can see a slow down in sales office traffic and sales activity during this period.

Weather doesn't need to be an objection!

But...it doesn't have to be so!

While some home shoppers might drop out during the holidays, a recent BuilderOnLine article suggests that many others find the season a good time to shop.

Why? Take a look at the reasons and see how you can turn potential negatives into traffic and sales:

• It's the holidays! It might seem counter-intuitive but...time away from work can mean time home shopping.  Take advantage of people visiting during the week and build on the season: add cookies, hot chocolate or even a special holiday options/upgrades program to encourage visits.
• Isn't it frightful outside? Yes, it's true: the weather in Minnesota can be chilly during December but...it really isn't that bad in many other states (and, might even be better than mid-summer in some locations!). Turn to the holidays and your locale for inspiration.  Hot apple cider makes any house seem like home! 
• Are decorations necessary? You really don't have to take on a specific holiday or tradition; add some family-style photos (or adventure vacation shots depending on your demographic!) and festive bowls of lemons, limes and oranges for fragrance and atmosphere.  A fresh, new look and feel is contagious!
• Doesn't 2017 means change? While some might be concerned about changes in 2017, others are energized.  Be prepared to talk about new mortgage loan limits (yes, they're higher!), up ticks in home sales volume and any/every thing that's happening in your new community.  You can be the catalyst for thinking 2017 means exciting new adventures!

Now is the time to put your CRM system to the test, as well!  Send out a holiday appetizer invite to your co-op agents, zero in on those prospects hitting the "old" conforming loan limit and let them know both Freddie and Fannie have increases on the horizon, deck your halls and encourage last summer's prospects to drop in on a (otherwise slow) Sunday for cookies and hot chocolate.

Need help finding a CRM system that can assist you in these efforts?  We're happy to show you how CPS CRM will make your holidays bright!

2017 Means More Buyers, More Selections: How to Manage Customization

A Builderonline article, Your Biggest Competition isn't Other Builders, highlights advantages to purchasing a new home when compared with an existing home sale.  The author, Myers Barnes, highlights 7 key selling advantages.

The second key advantage is customization and that asks a basic but key question:  who wouldn't want input on design and product selections?  The article suggests reminding home shoppers that a new home will reflect their personal style -- not someone else's taste.

FieldCollaborate: Improve customization processes

And, a reminder: Millennials -- expected to be a key 2017 buyer profile -- are very keen on customization and personal style!

Some of you might be thinking, "Oh, customization; tried that.  It adds time to our schedule and it's tough to keep track of all the selections, changes, re-selections. Not even sure they're profitable."

But...customization is a key selling advantage for new homes.  How can a builder's current process be better managed to efficiently offer something that home shoppers really like?

Previous Blogs mentioned the need for simplification and process analysis.  Scott Sedum's 25 Essential Scheduling Practices article in ProBuilder offers several steps to consider:

(1) Provide only the number of options customers will pay for and can be kept 100% current - revisit annually.  Do you know how many times each option is selected?  If every sale has a particular option, wouldn't it improve operations to make it a standard feature?

Ask accounting to provide an "options ordered" list and review with sales.  It's a great selling advantage to have an extensive list; take the time to analyze that all your costs are included and the scope isn't so extensive to unduly burden the team refreshing the list at the beginning of each year.

(2) Coordinate cut-off dates with sales for option selections and changes -- and help manage everyone's expectations. Sedum mentions, "It takes skilled salespeople, a focused management team and a company-wide commitment to maintain this discipline." Not maintaining such an approach impacts schedules and costs and can create negatives in home buyer perceptions, as well.  No one wants to hear the neighbor was able to add the granite counter top after cutoff when they couldn't!

We'll suggest a third:

(3) Take advantage of technology so your team knows when options are added or deleted -- and can easily browse all appropriate documentation including drawings.  CPS' FieldCollaborate offers scheduling software tools and provides field managers 24/7 data access necessary to keep up with options activity.  They're able to see what has been ordered on Lot 12 -- and when.  It's possible to view drawings -- all from their smartphone and tablet!

Customization is a powerful selling advantage; make sure that your operations are nimble enough to manage the necessary processes. CPS can help you determine what processes will best help you -- CPS•CRM manages option selections including cut-offs and FieldCollaborate provides critical 24/7 access to selections, schedules and drawings.

Demographics, Home Size, CRM: Who's Buying the Biggest Homes?

Today's new home marketplace can be thought of as a made up of a series of age-related buyer segments : boomers, millennials and Generation X'ers to name the most recognized.

Millennials are largest segment; Gen X'ers are buying largest homes!

Millennials are re-visiting previously developed home preferences, says Clare Trapasso in a recent Realtor.com article, as they're leaving the "fantasy, pace and possibilities" of big-city living and moving out to the suburbs.

Yes, the "burbs", and that's just the first of a series of major changes being noticed in the new home marketplace.

Another is the changing relationship between buyer demographic groups and home size. Today, Gen X'ers (generally thought of as those with birth years between 1965 and 1985) are buying the largest homes. They're the most likely to have children, with schools as "top of mind" and often have their parents living with them, as well.

While the average Gen X'er home is 2,200 square feet, Millennials typically purchased 1,720 square foot residences.  Boomers were in the 1,800-1,920 range with the larger homes going to younger Boomer buyers.  Jonathon Smoke, chief economist at realtor.com, notes that "older boomers are trying to downsize."

Of course, home size varies by regional price points.  The relationship between size and demographic group remains constant, however.

What does this have to do with CRM?  A good CRM system allows you to "slice and dice" information so you're able to associate profile information with individual prospects and then search through your database, using software tools, to locate those prospects meeting specific criteria.  Do you have more of your largest floorplan units available?  Consider creating a demographic-specific search and develop a followup email focused on home size -- highlighting local schools and suggesting alternative uses for extra bedrooms!

CPS•CRM features customized prospect profiles; we can show you how to slice and dice data to market effectively!

Have You Heard: There's a Tsunami of 1st Time Buyers on the Horizon!

Jonathan Smoke, chief economist at realtor.com, says he's excited to see traffic and survey data indicating "first-time home buyers are poised to come back in a big way in 2017."

That's the good news; however, Smoke notes that, unfortunately, this surge doesn't mean all of them will actually become home buyers.

Up-to-speed on neighborhood schools & amenities?

And, that's where an agent with sound business processes can make a difference!

Why? This first-time buyer tends to face more challenges than other home buyer demographic segments:

• They need help with down payment funds
• These buyers tend to be renters so there's a lease in place that needs to be managed
• Many need to improve their credit score
• They need to fine tune their focus towards homes in the appropriate price range to quality for a mortgage

That's where the agent comes in with, as Smoke suggests, education, advice and support!

Why not have a prepared informational package highlighting common issues and offering suggestions to address them? A FAQ package, in other words! Work with your lenders so you understand which loans are most appropriate for your buyer profile -- so you can comfortably discuss some of these details with prospects.  If this is your buyer profile, think about scheduling group educational sessions -- and use your CRM software to send out invites, manage responses and keep track of attendees. You can become your prospect's "trusted advisor" for all things home buying!

CPS has been providing sales/marketing software to home builders since 1985 -- and we've seen several tsunamis!  Today's CRM product will help you display financing and qualifying ratio scenarios, slice/dice data to focus on buyers needing additional information and manage those educational sessions, too!  Let us know how we can help you be prepared for this tsunami!

Using CRM to Build Homebuilder Customer Loyalty

At first glance, it might seem a bit strange to read about brand loyalty in the home building industry.

On-site Social Media Walls encourage social interaction

You might ask: don't folks buy one home at a time?  And, don't most hope to live in their current home for years? Once they decide to move, does it even make sense to suggest buying a new home from the same builder?

While there might be some truth in each of the statements above, there's also a considerable amount of weight behind having homeowners blog, Tweet and post about their new home purchase, refer a friend and, yes, actually have their current builder be "top of mind" when considering a new home in the future.

Acquiring new customers is good, but it's just the beginning.  Businesses only win big, Jai Rawal posits in his recent 6 Ways to Builder Customer Loyalty at Every Touch Point article, when customers can be nurtured into loyal customers. Rawal goes on to suggest that providing a satisfying emotional experience helps create loyalty.

After all, it's estimated to cost 6-7 times more to acquire new customers than to nurture a current one into an ongoing relationship!

Schedule events, use CPS CRM to invite & remind

How to engage home buyers at every touch point?  While there are ideas that might not resonate too well with home builders such as adding a points-based loyalty program (think your local market, airlines and hotels), it is possible to kick-up your CRM system a notch and start taking advantage of his other suggestions -- and consider adding complimentary touch points to maximize your impact:

• Engage your prospects and buyers via social channels.  We've talked about CPS' Social Media Wall -- an easy-to-implement tool capturing and displaying social media content in sales and information centers.
• Encourage current buyers to become brand ambassadors through referrals. Nielson reports that family and friends are the most persuasive influence on buying decisions.  Use social media and a referral program so your customers can easily and confidently promote your communities.  Send letters and/or emails reminding homeowners about your referral program -- frequently.  Most people won't remember it exists after 1 month.
• Use email marketing to keep in touch with homeowners.  Here's where CRM shines as you can create pre-set pieces, schedule their delivery and dial-in recipients (only those buyers in the last 6 months, everyone with a pool, all Plan 2 homeowners, etc.).  Send a referral program reminder, invite homeowners to a summer BBQ at the sales center, offer a coupon to the new pizza place...all focused on engaging and reconnecting with your homeowners.
• Delight Your Homeowners on Special Occasions.  It doesn't have to be overly exciting -- a simple thank you on the anniversary of their closing or birthday wishes.  A recent Fulcrum study found that 75% of customers receiving a birthday message from a company thought more highly of the company.  Again, CRM excels at this type of automated -- yet personalized --messaging.

Intrigued by the concept of brand loyalty?  Interested in exploring how your organization can put some of these ideas into action? Contact us for a demo -- or visit our website.

3 Ways to Enhance Your Outdoor Living Space Marketing

Just in time for summer: all sorts of new home builder articles about the latest outdoor living designs. You've probably seen similar articles with their focus on:

Use Summer & Social Media to Market Your New Homes!

-- outdoor kitchens
-- firepits
-- fountains
-- outdoor dining options
-- seamless indoor/outdoor flow

And, there were probably all sorts of gorgeous photos, interesting menu possibilities and, even, recipes.

What you might not have seen were ways for you to market similar features in your new homes.  We've developed 3 ideas that we think will build a fire under your home shoppers:

1. Put your model home kitchen to use! Organize a weekend bbq event and invite your home shoppers with automated emails.  Highlight the menu; provide recipes! Use your CRM system to make this happen! 
2. Leverage the event with a Social Media event hashtag (think something clever like #GetYourCommunityNameBBQOn).  It probably doesn't make sense to invite people with your social media hashtags but... why not run a contest asking if the ribs recipe is preferred over one featuring tri-tip or whether Arnold Palmer drinks are more popular than sweet tea?
3. Post photos after the event on social media -- and put your Social Media Wall to use.  Everyone enjoys seeing people having fun -- why not in your outdoor living space?  Let your home shoppers see what buying a new home in your community offers as a lifestyle. 

Don't have a Social Media Wall?  Need some help finding a CRM system that will send automated emails (with recipes and great-looking photos!!)?  All of us at CPS can help you!

Spring Home Sales Look Promising: Are You Ready?

Signs of Spring are all around us: budding flowers, pollen everywhere, gorgeous sunsets!

And, the signs for a great new home Spring selling season are here, as well.  BuilderOnline recently highlighted Realtor.com's economist, Jonathan Smoke's market take: a strengthening economy, increased consumer confidence, low new and resale home inventories and increased consumer purchasing interest.

Are you prepared for Spring's uptick?

Almost all new home sales are local; how are things in your area? If you're in Boston, Madison, Rochester, Minn or Durham, NC...they should be great as inventory is so low that the median inventory age dropped by an entire month!

The news, in other words, is very encouraging for a great Spring season -- are you prepared to take advantage of this terrific market?

I'm ready, you might say; but are you really?  Amy O'Connor, with Shore Consulting, suggests taking a look at 5 "must haves" for the Spring selling season -- and the first is sales momentum. You can check out the other four here.

Amy suggests you need to start strong -- meaning get organized and be fully ready to snag the early Spring sales.

Are your marketing materials up-to-snuff?  Do you have enough of them?  How about your CRM?  Do you have your purchase agreement documents available for quick and accurate preparation?  Have you looked into DocuSign as a way to quickly generate your entire purchase agreement package for across the web signing?

CPS can help with your CRM needs: we had a client, years ago, who said it used to take him about 3 hours to fully prepare a purchase agreement package and that had been reduced to about 30 minutes using CPS CRM's fully automated purchase agreement prep process.  We can get you up and running with an automated process using your documents in less than 1 week!

Co-Op Agents Helping Home Builders Sell to Millenials

This year, it seems, is all about Millennials. In 2015, they surpassed Baby Boomers as the nation's largest living generation.

A recent John Burns Consulting report found that, by sheer numbers, the generation is huge and their impact on home design and home sales will be huge, as well.

68% of Millennials interviewed only 1 resale agent!

Those facts and studies make a recent Visual Capitalist article, Millennials are Buying Their First Homes and Here's What They Want, particularly eye-catching.

Particularly this statistic: 90% used a real estate agent or broker to buy a home.

And, 68% interviewed only 1 agent. 

44% self-identify as belonging to a minority race or ethnic group.

These numbers suggest that it is worthwhile getting your co-op agent game on!

We have several suggestions to develop and nurture your co-op agent pool:

• Make sure your CRM system enables you to identify and track co-agents and their prospects!
• Then, you'll be able to send targeted emails to these agents highlighting available homes, features and special events.
• You'll also be able to use your CRM system to manage special events, such as agent lunches and wine & cheese get togethers so you're able to manage the invitation list and know who attended.
• Why not schedule "drop in" events at a local broker's office and bring in a tablet with your community's interactive touchscreen presentation pre-loaded.  You can share your floor plans, options and local neighborhood amenities to remind them what is available at your community. How about a downloadable app available just for agents?
• Remember: your co-op agents need to be able to sell your location, features and amenities just like you do!  Make it easy for them to do so by providing the materials they need.

CPS has been providing agent-friendly CRM since 1985; contact us to find out how we can help you build and nurture this increasingly important traffic source! 

Using CRM to Extend Sales Office Hospitality

Always love seeing Amy O'Connor's posts on Jeff Shore's website.  Amy blogs in addition to providing new home sales seminars -- and she brings a great combination of insight, humor and kindness to her commentary.

Technology Will Enhance Your Welcome Message!

Recently read 3 Southern Hospitality Tips That Will Increase Your Sales and could imagine Amy asking "How's your Mama doin'?" to a sales office visitor in that great Southern drawl of hers!

Of course, not many of us could ask that question like Amy can but... got us thinking about how the concept of hospitality fits into today's new home sales skill set.  And, what tools might an agent use to consistently enhance the home shopping experience?

Amy's #1 hospitality tip is Express Gratitude. There are lots of new home sales offices out there but this particular home shopper selected yours!  Let them know you are happy they visited and welcome them into your office.

This first visit should be just the beginning of your hospitality touch points. Did you know technology can help you enhance the welcome after the home shopper leaves your office?  Let your home shoppers know you listened and remember their unique reason for the visit.

The percentage of new home sales agents following-up with even a basic Thank You! is very small.

You will stand out with your show of hospitality touchpoints, in other words!

Let's assume you're already recording prospect visits; why not take the extra step and associate a particular area of prospect interest (a floor plan, amenity or an interest in schools)? Have these items setup in advance so you're selecting from a list of "reasons" for the stop at your office!

Then, have a preset series of Thanks for Visiting emails offering a little extra about their particular interest.

It's true; people aren't wild about generic emails.  Set yourself and your community apart from the generic with an informative (and hospitable) follow-up focused on a specific topic.  Think of the possibilities: adding a quick video about an amenity, taking your prospect on a short, cell-phone tour of Plan 2's kitchen!

Wondering how you can become more hospitable with technology? CPS has been providing CRM software to homebuilders for a bit more than 30 years -- we can show you!

How to: Leverage CRM to Improve Your Buyer's Experience

Bob Mirman, in a recent Builder article, noted "customers become anxious when uncertainty flourishes."

Minimize selection anxiety: help your buyers imagine their new kitchen!

A recent Texas A&M study identified a group of "high-emotion events" which included illness, death, marriage, birth -- and home buying/selling!

What can you, as an organization, do to help your buyers through this high-emotion event?  Mirman offers 3 suggestions (and they're summarized in italics) -- and we suggest how to leverage the power of your CRM system to provide easy-to-implement solutions.

Recognize that all buyers will be anxious about their purchase --  Some may be more anxious; for others, this might not be their first rodeo! Why not use your CRM system to not only send a Thank You for Buying email but include a process review highlighting key points and dates? Send it that night! Make sure they have it the very next day -- and keep the unknown at bay.  CPS CRM will help you set-up automated, and customized, emails just like this one!

Identify the touch points that are the most common emotional triggers -- Mirman notes that triggers are those items in the purchase process that have the highest level of uncertainty and anxiety.  You know the major ones: loan docs, loan approvals, design center selections to name a few.  Here's where CRM can help, too!

Put together a visually appealing package of information surrounding the trigger touch points.  Let your buyers know what they'll be selecting at the Design Center ahead of time and send a reminder 3 days before.  They'll be informed and more knowledgeable about the process. You can supplement this information with an interactive touchscreen system highlighting Design Center options, as well. Ask us about SalesTouch option packages!

Introduce your buyers to key staff members involved in their transaction.  Mirman suggests biographical flyers.  Use your CRM system to send these out on a pre-set schedule -- associated with the touchpoint.

CPS has been providing CRM software to homebuilders since 1985; contact us and see how you can put CPS CRM to use relieving your buyer's anxiety!