It's a simple principle, and it applies to any industry, not just custom home building.
If you go above and beyond and consistently provide excellent customer service you will build brand equity and a lasting reputation. Of course, this is much easier said then done - being consistent at anything is difficult and being consistently excellent takes a tireless focus.
Residential real estate is about as fragmented as any industry I can think of, where the customer has an unbelievable number of choices when it comes to home builders, agents, and mortgage officers.
There are many who will claim to provide excellent service, but the proof is in the form of true enterprise value developed from repeat customers, referrals, and brand recognition from consistently performing at a high level over a long period of time.
How you define excellent customer service is in the eye of the beholder. That said, anyone who's ever experienced service at the highest level remembers the experience - and is often excited to share with their friends and colleagues.
Providing consistently excellent customer service is a cultural value and mission we hold in the highest regard. It's a daily challenge to maintain the standard, but the rewards of seeing our customers enjoy a completely fulfilling experience with their home construction and purchase make it all worthwhile.