When I first got into the Manufactured Housing industry, I really knew nothing about it. So, the first thing I did was went and visited a retailer near me. He had 3 or 4 homes on display and I asked the sales associate to show me around. As we walked in the first home, I attempted to shut the door, but it did not close properly. The salesmen remarked, "that's a manufacturer's defect." Things did not get any better after that point. Inside the home sat some cheap, white plastic patio furniture. The marriage lines were clearly visible and the carpet was unseamed, wrinkled and buckling. Furthermore, the salesperson was unable to answer several of my questions.
As my first experience with Manufactured Housing, I will say it was quite awful.
About a month later, I attended the Louisville Manufactured Housing Show and saw something amazing. These homes were beautiful! They were nicely displayed and well decorated, inside and out. The quality of construction was visible from every angle. I saw what this industry was really capable of doing. I asked a lot of questions that first show, and each salesperson I spoke with answered those questions completely. It was a truly great experience.
Both of those experiences have stuck with me.
I told this story to someone not long ago and he remarked that it was because the manufacturers have so much more money to set up and showcase their homes than some retailers do. But is that the truth? Isn't one key difference between the two experiences was caring, motivation and the desire to give one's best effort? One seemed not to care (or be motivated) at all and the other cared greatly. Doing what's right may take more time, money and effort initially, but it pays off many times over.
Someone once said, "if we define 'good enough' sufficiently low, we'll probably meet our standards." Caring involves raising the bar to a point where the team has to stretch. Everyone, from the top down needs to buy into the product or service being offered and understand that they have a crucial role in the creation of the final product/service. Each person's individual effort when combined with that of the others involved will determine success or failure.
Since that initial bad experience, I've encountered a lot of people and companies that are doing it right, that honestly care and have enough motivation about their products, services and this industry. Those who care tend to get better results than those who make the half-hearted effort at merchandizing, marketing or salesmanship. Those that care understand how to showcase and promote their homes or products and how to train their staff, salespeople and service crews. In the long run, those who invest in quality at every stage of the marketing, merchandising and sales process will reap the benefits of more sales, less turnover, happier customers with fewer callbacks, more solutions and better profits.
If you don't care enough, who will? # #
(Editor's Note: We hope to see you and hundreds of other industry professionals at the 2012 Great Southwest Home Show in Tulsa, if you care enough, please stop by our booth their and say hello.)
post by
Jeff Templeton
Business Development and Advertising
Business Development and Advertising
www.MHProNews.com
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Innovation – Information – Inspiration for Industry Professionals
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Innovation – Information – Inspiration for Industry Professionals
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