Customer Service Impact On Better Kit Home Plans & Panelized Home Packages

What this episode covers

Show Notes: Customer Service and Support makes for a better set of plans and panelized home package.  Can changes be made to my new home plan and panelized home kit?  The value of quality home plans and how they benefit your new home build.   Transcript: Interviewer: Hello everybody and welcome to episode 32 of the Panelized Prefab Kit Home Building Show. With me in studio as always is the President and Founder of Landmark Home and Land Company, a company which has been helping people build their new homes where they want, exactly as they want, across the nation and worldwide since 1993 and that man would be Mr. Steve Tuma. Steve, how is it going? Steve Landmark: Hey, it’s an excellent day. Thirty-two episodes. So what do we have? Like six, seven, eight, a hundred minutes of stuff for people to listen to. Interviewer: Yeah. I would say at least and so far we haven’t been too redundant, which is surprising. Steve Landmark: Extremely valuable knowledge. It’s actually pretty cool because I was wondering. You know, someone is listening to all these. We had a customer last week who said, “I listen to the podcast. I drive from my job. I learned everything.” Interviewer: Wow. Steve Landmark: Yeah. So we’re helping him with the home. He lives in the Denver area and he’s going to build in Nevada. Interviewer: Yeah. What did he say about me? No, I’m – Steve Landmark: He said, “Hey, it’s that sidekick over there. He just knows everything. He’s the real reason.” That’s what he said. Interviewer: So I was going over some ideas for a few new shows and I’ve been wanting to do – you know, so change it up a little bit and I – you know, just keep a – keep a notebook handy and I ran across an idea I had a while back. But we haven’t gotten to yet and that idea being as a – as a potential panelized home builder, who goes into any aspect of my life thinking I know everything about everything, that’s just who I am and I’m always wrong. So talk to me as though I don’t know anything, which is pretty true. When building a new home, what should I look for that I don’t realize I actually need to know? In other words, educate me on panelized home building. For instance, customer service. Why do you think customer service and positive attitude is – they’re so important to the success of a new home building project? Steve Landmark: Well, it’s kind of interesting because sometimes people look at when they’re buying stuff as like it’s a commodity. A gallon of milk. Like hey, this gallon of milk is the same as that gallon of milk. So how can you possibly be any different in the home building business? Well, this isn’t a gallon of milk. There’s a lot of details that need to go into knowing if your house will fit on the land. Is it the right house? Energy codes, mechanical details, structural design. We offer a very high level of customer service. We will take the time with each and every customer individually specific to their project, to make sure it goes on because a lot of owner builders are building because it makes sense. It saves them money. They get a home with the details that they want. But a lot of them just want to do it. We’ve had customers that have built two, three, four, five, ten homes. It’s just what they want to do. Interviewer: Rather than buy a preexisting home, just build. Steve Landmark: Right, right. So someone may have built a home. You know, say five years ago. Well the codes are different. Energy codes are up. So even though what you did five years ago or ten or twenty years ago, the concepts are the same, the way you do it is different. Interviewer: Right. Steve Landmark: So this is kind of a situation of if you ask us a question, we’re going to give you a complete answer. We’re going to let you understand what’s going on because our customers are essentially the general contractor. They’re coordinating.