Michael Bartleman VP of Purchasing, Beazer Homes
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2 Michael Bartleman VP of Purchasing, Beazer Homes Michael has more than 20 years of extensive experience at all levels in the purchasing, supply chain and opera:onal disciplines for top 10 public homebuilders. This industry veteran currently serves as the Vice President of Purchasing for Beazer Homes in the Washington DC market and has held previous posi:ons at the local, regional and na:onal level with Pulte Homes. He has also served as a consultant for Dallas- based Builder Consultants, Inc. Michael graduated from Michigan State University and enjoys running, playing soccer and coaching youth basketball and soccer.
3 Norman Lei VP of Planning and Design, Holiday Builders Mr. Norman Lei is Vice President of Planning and Design at Holiday Builders. He received his Bachelor of Architecture from California Polytechnic University, in Environmental Design. With over 25 years of design experience in resort, commercial and residen:al development, he has held various posi:ons with Centex, and WCI in Florida. Norman began his design career by working for award winning architecture firms in Orange County, California. Norman has received numerous awards from both the architectural community and the building industry. Presently residing in Orlando Florida, at Holiday Builders, Norman s focuses are managing new community starts, product development and construc:on solu:on research.
4 Mike Thul Co- CEO, Principal & Founder, Xssen7alls Mike graduated from Western State Colorado University with a degree in Physics. A 30- year veteran of the consumer electronics and security industries, Mike enjoys developing the technology and processes necessary to deploy leading edge electronic systems in today's homes. Happy customers and referrals are why Mike con:nues to enjoy his role at Xssen:als. When not at his desk or on a job site, look for Mike at the racetrack where he is an avid racer, instructor, and fan.
5 Michael Bartleman
6 Builder Home Technology Program Steps to successful implementa:on & execu:on 12 month results
7 9 Key Steps Product iden:fica:on Program structure Integra:on partner Intra- company educa:on Customer educa:on / POS Timing of program implementa:on Customer feedback Historical analysis Update / Maintenance cycle
8 Product Identification Resident expert Industry research / educa:on Compe::ve research Manufacturer vs. Commodity
9 Program Structure Define goal Level of sophis:ca:on Organiza:ons capacity for managing change Your buyers needs / wants Program evolu:on
10 Integration Partner Established Capacity Warranty / service A^er market sales / support Part of your brand
11 Cross Functional Education Sales Marke:ng Construc:on Customer Care
12 Product Displays
13 Buyer Education Level of complexity Point of sale tools Design center & on site
14 Timing of program Implementation New Communi:es Exis:ng communi:es Backlog Avoid buyers remorse
15 Customer Feedback Feedback cycle Focus group Surveys
16 Historical Analysis Op:on frequency repor:ng Margin analysis Op:on op:miza:on
17 Continual Renewal Con:nuous changing / dynamic environment Established review cycle Employ facts from analysis Addi:ons and dele:ons
18 BZH VA Results 100% Structured wiring boxes / panels 75% added media ports 48% upgraded modules / boxes 45% conduit rough ins 25% Surround sound prewire pkgs 20% HDMI prewire packages 20% distributed audio speaker pkgs 20% security systems
19 Norman Lei
20 Holiday Builders 32 years of building homes Built over 30,000 homes since 1983 Regional builder in: Florida, Gulf Coast, Texas JD Power Customer Sa:sfac:on Award Builder 100 list 100% Employee- Owned
21 Standard Tech Package Digital programmable thermostat Cable outlets and structural wiring in great room and Owner s Suite Cable outlet in all bedrooms OnQ panel- 24 Pre- wired security panel
22 Upgraded Options Home security system Home theater Whole home audio Intercom Central Vacuum
23 Home Automation Options Z- Wave systems Door locks Thermostats Lights Garage door opener Real :me alerts View real :me video
24 Best Practice During customer selec:on process: New Home Consultants Not familiar with technical info. Not tech savvy Too much selling Upda:ng data in our system Personalized packages
25 Best Practice During customer selec:on process: Trade Partner meets with customers Personalized lifestyle op:ons P.O. to the contract Inspec:on during installa:on
26 Best Practice Seamless communica:on Customer walk- thru by trade partner 100% customer sa:sfac:on in post closed survey Latest features by the expert
27 Mike Thul
28 Case Study TriPointe Homes and Xssen:als ( Denver, CO) Structured wiring package System design for Automa:on Security Comfort Entertainment Wi- Fi Installa:on & White Glove Service
29 Standard Prewire
30 Enhanced Prewire
31 Structured Wiring For 30 years I have advocated installing the most wire possible. Never been disappointed by having too few wires Now I am an advocate of having just the right number of wires Replace some of the wiring budget with wi- fi hardware
32 Why would the Builder include Wi- Fi? Present on closing day, Just like water, heat, lights Internet Security Internet speed Appropriate Household coverage
33 White Glove Service What is it? How do we deliver it?
34 White Glove Service Defini7on - Service associated with special care and aoen:on to the details Synonyms - Careful, conscien:ous, me:culous The Xssen7als transla7on An Excep:onal Customer Experience
35 White Glove Service - process Introductory Includes floor plans with standard wiring package Includes op:ons that may be included Includes list items for immediate aoen:on Invita:on to schedule appointment Follow up Phone Call for confirma:on
36 White Glove Service - process Ini:al mee:ng to review household needs Discussion of decisions prior to closing up walls Discussion of items to consider at move in Invita:on to schedule mee:ng prior to move in Follow up includes revised floor plans and list of op:ons selected reminder of any ac:on items for HomeOwner
37 White Glove Service - process Mee:ng prior to move in Technology update Review of items to consider at move - in Follow up includes confirma:on of closing date reminder of any ac:on items for HomeOwner
38 White Glove Service - process Move in Day Welcome basket User Instruc:on passwords, etc. Customer Care Contact informa:on Follow up includes Con:nuing Xssen:als White Glove Service
39 White Glove Service - process Ongoing Rela:onship Customer Sales Rep for Follow Up Ongoing Update and Upgrade Programs Con:nuing proac:ve Service Monitoring of Network, network appliances
40 Technology moves too quickly for a single Customer interac:on to create an Excep:onal Customer Experience Your Technology Expert should be promo:ng a long term Customer Rela:onship
41
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