Category Archives: Leadership

When Does the Customer Experience Start?

When Does the Customer Experience Start?

Asking when the Customer Experience starts is like asking the question, how long do you get to make a first impression? The answer for both is that they start well before initial contact is made with your prospect.

Today’s buyers are more educated because of our connected world than they were just 5-10 years ago. Yet most builders today are marketing and selling like they were 20 years ago and wondering why they are left behind. It isn’t about who has the most money, or who is the biggest. It is about who has the clearest and most consistent message.

Understanding your USP Unique Selling Proposition is more than just WHAT you think you do differently. It is WHY a buyer should buy from you and how that decision will impact them in a meaningful way. Simon Sinek, in his book, Start with Why, shares with us that “people don’t buy what you do, they buy WHY you do it.”

Think of brands with incredible loyalty. Loyalty so fierce, that even though their competitors might have superior products, they have developed a cult-like following.  I am of course talking about brands like Harley Davidson, Apple (iPhone), Nike.  Their customers connect with them on an emotional level, but it goes beyond that, they identify with these products. The products and brand become a part of who they are.

In most cases in the home building world, our buyers “just aren’t that into you.” And the reason for that is we are still telling them what we do and how we do it. Not WHY we do it.

You will know when you have gotten there when your buyers brag to their friends, “we are building a new Bodacious Home,” rather than just saying, “we are building a new home over in Shady Acres.”

As the principal of the company, by defining your “Why” you allow that be the defining genesis of everything your company does. Your WHY tells a prospect, buyer & customer what they gain by living in your home. It isn’t your features. It is emotional, spiritual, cellular even.

Think about Nike’s, “Just Do It!” The WHY for them is our shoes & clothing line will help you conquer the demons that hold you back and keep you from accomplishing great things. When you spell it out like that, it sounds crazy doesn’t it? But when you sum it up with, “Just Do It!” It becomes a rallying cry, a mantra, a way of life.

Once your WHY is defined, it forces you to live up to high standards, set procedures and policies which will empower your team members to take up the charge and have that same pride in their work as you do. They know what they do is important because they understand WHY.

When you have taken the time to really understand your unique WHY, then you can go about the process of defining who benefits.

Everything, from your logo, web site, social media presence, signage, your community locations, pricing, and appearance must support the WHY. If it doesn’t, your buyers will know. They know when something is wrong or off. Your sales team, their appearance, their sales practices and customer satisfaction levels all must be congruent to the WHY.

Then, and here is the part that is understandably the hardest to support, the Start to Close process. You see, it isn’t about being perfect, but it is about setting the proper expectation and having a plan for when things go wrong rather than managing everything as an “exception.”  When customers know the WHY, they forgive mistakes and mishaps because those are far less important than the relationship and expectations we set with them well before they even knew they were a customer.

Do buyers seek you out?

Do you have an almost cult-like following of general real estate agents?

Do you receive lots of unsolicited, positive testimonials?

These are not unrealistic goals. Buyers and outside RE agents are our lifeline. They are WHY we do WHAT we do.

If you answered these questions in a way that was less than what you wanted them to be. I encourage you to start with WHY.

Kimberly Mackey is the founder of New Homes Solutions, and has the reputation as someone with real-world SOLUTIONS in a competitive and rapidly changing sales environment–SOLUTIONS like “50 Sales per Year before Any Walk-in Traffic”. She is a keynote speaker and published author of many Sales and Leadership articles with 20 years of experience as an executive in the residential home building and real estate industry. She has a proven track record working with Builders and Developers of all sizes –from the local/regional companies to the publicly traded nationals. She also works with Brokers from across the country and is the architect and director of the highly successful Preferred Builder Partnership with Berkshire Hathaway HomeServices Florida Properties Group where she works with 32 builders, 22 offices and over 650 agents.

For more information, or to book Kimberly for your next event, visit www.NewHomesSolutions.com, or visit Mackey at LinkedIn,www.linkedin.com/in/kimberlymackey; Twitter,www.twitter.com/KimberlyDMackey; and Facebook,www.facebook.com/NewHomesSolutions or on YouTube, www.youtube.com/c/NewHomesSolutions

Fix What’s Right!? (Use the Gratitude Challenge to do S.W.O.T. Analysis)

Fix What’s Right!? (Use the Gratitude Challenge to do S.W.O.T. Analysis)

Wait? What? Why on earth would I need to fix something that is right? If it is right, then by definition shouldn’t we leave it alone? Absolutely not! The last thing I want you to do is to leave it alone. What I want you to do is to focus your efforts on what isContinue Reading

VLOG: Lead From the Side

VLOG: Lead From the Side

TRANSCRIPTION OF VLOG: Hi, Kimberly Mackey from New Homes Solutions, and I am coming to you today from the barn so that I can talk to you about leadership. Hopefully I can get this 1,100 pound beast beside me (my horse, Prince) to actually cooperate and be part of it. “Prince, say hi to everybody.”Continue Reading

Builder Funnel Radio Podcast: Episode 15: New Home Sales Management: Close 50 Sales a Year w/ Kimberly Mackey

Builder Funnel Radio Podcast: Episode 15: New Home Sales Management: Close 50 Sales a Year w/ Kimberly Mackey

A while back, Kimberly Mackey had the privilege of sitting down with Spencer Powell of Builder Funnel Radio to discuss new home sales management. Builder Funnel Radio is a podcast designed to bring you bite-sized sales and marketing strategies that you can easily implement into your company’s plans. In this episode, we talk to Kimberly MackeyContinue Reading

Process Equals Growth

Process Equals Growth

If you want to freak out certain personality types, just start throwing around words like, process, systems, tracking, and accountability. It is like they are “4 letter words” to some people. Now hear me out though. Don’t walk away. We haven’t gotten to the juicy part yet. Everyone can master these properties, but some ofContinue Reading

Video: Do You Have An Abundance Mentality?

Video: Do You Have An Abundance Mentality?

Today, I’d like to ask you, do you have an abundance mentality or a scarcity mentality? Perhaps you have both at different times? For those of you with whom I have had the privilege of training or coaching, you have often heard me refer to these concepts.  Those who have an abundance mentality, focus onContinue Reading

Artificial Intelligence and the Real Estate Industry

Artificial Intelligence and the Real Estate Industry

There is nothing artificial about the intelligence needed to help buyers and sellers. ~Kimberly Mackey Real estate franchisor Keller Williams debuted an artificial intelligence-based virtual assistant and referrals platform today, announcing to the world it has every intention of thriving in a changing industry. “We are a technology company. No. 1 that means we build theContinue Reading

Quint Lears, from NewHomeSales.com Interviews Kimberly Mackey on Sales Management

Quint Lears, from NewHomeSales.com Interviews Kimberly Mackey on Sales Management

At the International Builders Show in January 2018, Quint Lears caught up with me to ask me about sales management and the challenges our sales managers face in today’s hectic sales environment. If you find that you or your teams are struggling to get it all done, hopefully a few of these tips will helpContinue Reading

Kimberly Mackey to be Honored as Associate of the Year by Florida Home Builders Association

Kimberly Mackey to be Honored as Associate of the Year by Florida Home Builders Association

Industry Award Winners Announced During the Florida Home Builders Association Summer Conference  

Video: Just Whose Objection is it Anyway?

Video: Just Whose Objection is it Anyway?

Often times, we are the ones with the objections that we project onto our buyers and that isn’t fair. Your buyers need for you to be impartial, and to listen to their wants and needs objectively, not filter it through your own lens. I hope you will take a the few minutes to listen toContinue Reading

Just What Does Work/Life Balance Look Like Anyhow?

Just What Does Work/Life Balance Look Like Anyhow?

As written on NAHBNow.com, here is the advice Amy O’Connor, from Shore Consulting and Kimberly Mackey of New Homes Solutions Consulting, shared during our recent presentation at the International Builders Show this past January in Orlando, Florida.  You might not be able to have it all right now, but you can make the most out ofContinue Reading

VIDEO: The Best Advice a New Homes Sales Manager will Ever Get

VIDEO: The Best Advice a New Homes Sales Manager will Ever Get

New Homes Sales Managers, we understand that it seems like you can’t possibly fit everything in that you are expected to do. In this video, we discuss the way to prioritize the items that will get your team to produce more sales. The 10-5-2-1 formula is easy to use, easy to teach, and guarantees youContinue Reading

Suzanne Neff Joins Forces with Kimberly Mackey at New Homes Solutions

Suzanne Neff Joins Forces with Kimberly Mackey at New Homes Solutions

New Homes Solutions and Kimberly Mackey are pleased to announce the addition of Suzanne Neff to the team. Suzanne brings a wealth of experience to New Homes Solutions. Having been involved in the home building industry for over 30 years, she began her career as a successful on site salesperson and worked her way throughContinue Reading

Maybe It Isn’t “All or Nothing”

Maybe It Isn’t “All or Nothing”

Gordon Gekko, in the movie Wall Street, taught us that, “greed, for lack of a better word is good.” Being a glass half-full kind of gal, I like to think that he meant that going after something, and working hard in order to reap the rewards is a good thing.  It is pretty hard to argue withContinue Reading

The Power of a Lasting Legacy   

The Power of a Lasting Legacy  

Each New Year, we get the opportunity to begin anew. Each New Year brings new possibilities.  Some of us set “New Year’s Resolutions”, yet less than 10% of us actually keep them.  Instead of focusing on the temporary, why don’t we focus on the LASTING? For me, this past year was both an extraordinary yearContinue Reading