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Creating a Positive Handover Experience with Taylor Wimpey - Into The Blue Consulting

Creating a Positive Handover Experience with Taylor Wimpey

Creating a Positive Handover Experience with Taylor Wimpey

Handover Customer Experience TWLast month we were delighted to provide coaching and consultancy services to one of the UK’s largest housebuilding companies, Taylor Wimpey plc.

Working with the site managers and customer service team who conduct the new home handovers, we looked at ways to improve the house handover process. We looked at moving away from being Taylor Wimpey driven i.e. telling the customer all the things Taylor Wimpey wanted to cover in the handover to being customer led i.e. what is important to the customer at this time and what do they want / need?

The outcome was an approach underpinned by emotion rather than their current process driven, tick-box method.  Working collaboratively, the stakeholders focused on the customer’s needs and were able to enhance the handover process and deliver a more positive customer experience for new homeowners.

If your organisation would like help improving customer experience call Steve Dudley on 07939 115 965

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