And the dissatisfied customers who started this whole process? Bob asked the couple to dinner, and in a relaxed environment directly asked them why they were unhappy with their home. At first they denied their unhappiness but after some gentle prodding they listed a few minor things that had never been completed as they expected. Bob sent someone over the next day, and they have been singing his praises ever since.
Al Trellis, a co-founder of Home Builders Network, has more than 25 years of experience as a custom builder, speaker, and consultant. He can be reached at altrellis@hbnnet.com.
