“Managing the Homeowner Experience” includes a 168-page e-book, a 8-part series of short, succinct training videos and management forms to customize for your own use. These products provide step-by-step strategies and materials you need to manage the homeowner’s experience and guide them through the remodel process. With these tools, training and information, you will be able to consistently create a positive, satisfying experience for both you and the homeowner.

“Managing the Homeowner Experience” E-book

With the e-book, learn how to:

• Understand, manage and guide the homeowner’s experience before, during and after the remodeling project so you can guarantee a happy, satisfied (and referring!) client.
• Communicate with homeowners so they know what to expect during the remodel process.
• Get inside the homeowner’s experience so you can anticipate and deal with their emotional ups and downs before it turns ugly.
• Eliminate 90% of the issues that arise on every project by gaining the homeowner’s trust, establishing clear expectations and following through on your promises.
• Quickly recognize the red flags and avoid those “homeowners from hell” — those unscrupulous people who can never be satisfied and, if given the chance, cause costly problems, ruin company morale, and quite possibly, put you out of business.
• Turn a mistake into an opportunity to gain the homeowner’s trust and confidence in you and your work.
• Avoid a crisis and quickly “save the day” should one occur.
• Determine whether a certain client may require additional hand-holding, placating and soothing and how to charge accordingly.
• Lead the homeowner through the entire remodeling process with authority, empathy and responsibility.

Managing the Homeowner Experience” 8-Part Video Training

This 8-part video training gives you and your team specific tips on how to manage your customers’ experiences, avoid expensive mistakes, develop relationships of trust and respect, and create positive experiences for everyone involved.

• How to Manage Expectations – How to clearly establish realistic expectations from the very first meeting with the homeowner and thereby lay the groundwork for a smooth, successful project.
• Understanding the Homeowner’s Position – How to manage and work with the homeowner’s fears and uncertainty about the remodel and fortify their confidence in you and your work.
• The Homeowner Roller Coaster – How to use the path and arc of the emotional roller coaster to your advantage by sharing it with customers, guiding them through the ups and downs, and managing their experience every step of the way.
• The Four Elements of Trust – How to eliminate 90% of the issues that arise on every project by following the four elements of trust.
• Manage the Process – Four tools to create a documented “paper trail” that helps the homeowner feel informed, safe and taken care of throughout every phase of the project.
• Working with a Schedule – How to work with a construction schedule to communicate with homeowners, trade contractors and suppliers, and use a pre-construction schedule to manage the homeowner experience during the design process.
• The Homeowner from Hell – How to identify the warning signs of a “homeowner from hell” — those customers who have no qualms about making you and your team miserable as they cost you money, time and any semblance of sanity.
• Agree to Procedures Before the Project Starts – How to eliminate ambiguities and misunderstandings by clearly defining job site procedures before the project starts.

The Homeowner Experience Management Forms

The following forms, all of which are outlined in the e-book, can be customized for your own use. I give you permission to use them with your own logo and branding, so you don’t have to recreate anything!

• How to Find a Remodeler – You will be the hero when you immediately put your clients at ease with this 10-page report that helps your clients (and potential clients) understand the “Contractor Selection Process.” You can also format this with your company information and offer it as a free download on your website.
• Complete Building Spec List – With this spec list you’ll be able to review the details of each project and never miss an important detail again.
• Sample Spec – After making selections and changes to the complete spec list you’ll end up with a set of specs you can use with your clients that spell out everything involved.
• Preliminary Job Checklist – This checklist allows you to gather the initial information for a project while interviewing the client to determine the general scope of work.
• Project Completion Checklist – At the end of each project, you can use this form to agree on completion or create the final punch list.
• Project Selection Checklist – Track product selections and allowances.
• Project Startup Checklist – Track special order materials and delivery dates.

“Today more than ever the remodeler is judged by the remodeling experience more than the product. The remodeler’s skill-set as an advisor, friend and therapist is critical to success. Managing the homeowner experience is a tool and guide to not only understanding the subject but also mastering the required skills in this new environment.”

— Mark Richardson, Remodeling Industry Consultant

“David Lupberger’s book and videos on “Managing the Homeowner Experience” is a must for any remodeler. This vital information will help you understand and develop a proactive strategy around the inevitable emotional ups and downs that homeowners experience during their remodeling projects. Once you master this material you will experience more happy and satisfied customers that trust in your service”
— A. Lane Cooper, President Home Management 360 and COOPER Designbuilders

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This program emphasizes business growth opportunities teaching how to optimize existing customer relationships by managing their largest asset, namely their home. Instead of just having one big job with a customer, you create an ongoing environment that includes annual reviews, identifying potential problem areas leading up to a summary of findings, recommendations and estimates. This leads to recurring business 1 to 2 years in advance.

In this coaching program, learn how to:

• Stay in touch with clients on a regular basis.
• Discover how people do business with those they know and trust.
• Develop and deepen personal relationships.
• Identify those in both your personal and business networks to stay in touch with since the size of your network will dictate the size of your success.
• Create an environment to provide superior service to exceed expectations to the point people never consider anyone else for what you do.
• Quality assurance with a very simple survey and the answer to one question has that been proven to determine your profitability.
• Make sure you keep the customers you have and get referrals from those customers by using the one question survey.
• How to develop 5 to 10 referral systems than run automatically.
• How to get video testimonials from customers.
• Collecting before and after photos of each project where there is a visual difference.
• The importance of third party validation and social proof – if someone else says it about you, it’s credible, believable and good marketing.

Grow and Monetize Your Sub-contractor Relationships

The next part will focus on leveraging existing relationships with your sub-contractors. Your sub-contractors may have their own customer lists independent of your customer list. We show you how to take what works for your business and pass the same knowledge, for free, to your sub-contractors so they too can benefit with repeat business. This allows you to build your company by further monetizing the relationships you have with your selected sub-contractors.

You will learn that the best way to strengthen your sub-contractor relationships is by working together to grow each other’s businesses. They help you find more opportunities while simultaneously learning how to generate additional service work for themselves.

You can easily prepare your “Godfather” offer- an offer too good to refuse. There is no cost or risk to your sub-contractors and they will say “Yes” every time to making more money.

Grow and Monetize Other Home Service Professional Relationships

Learn how to duplicate what you do with your sub-contractors with other service professionals. The same rules apply.

Every good service professional has a list of customers and I will teach you how to gain access to that list.

Your opportunity with service professionals includes real estate brokers, architects, landscaping professionals, interior designers, and more.

As with all your sub-contractors, other home service professionals benefit from the valued-added services that you provide to their good clients.

• Master in-person networking by learning what to do, what to say and how to follow-up.
• Ensure what people need to know in order to like and trust you.
• Become the best connected “go to” person so others do not give thought to return to you.
• The secret question to ask to best help someone.
• Develop your one sentence value proposition explaining why someone should do business with you over anyone else.
• Develop your “elevator” pitch so you do not sound like everyone else.
• How to incorporate your message into your phone answering and voice mail messages.

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