It’s difficult enough when lumber, windows, fixtures, or steel gets delayed. Still, it is not the same as supply chain issues impacting the finishes and features that consumers choose, causing reselection.
Convey the selection experience
Determine when appointments are available, how long they are anticipated to take, and the decision deadline. Explain the required documents and your client’s exact steps to authorize the reselection.
Your clients will likely be disappointed with the reselection announcement as-is. Instead, consider the goodwill that may result from providing clients with a reselection choice at no further expense. That strategy is likely to be a wise choice for things with a builder cost of $50 to $100, with a high customer happiness payback.
For a higher-priced reselection, you might suggest reminding the consumer that while the investment is generally $X, you’ll offer it for less at $Y. The goal is to strategically evaluate the markup or margin for the replacement products rather than calculating the client’s pricing or the “investment amount.”
Assist internal teams
Remember that your design team is in its third year of dealing with a far higher rate of design reselections, which is accompanied by buyer frustration and constant interruptions to timelines. Not to mention inefficiencies, additional paperwork, and a revolving door of items to learn about. Express your gratitude and support for your front-line design and sales employees.
While none of us can wave a magic wand to reduce or eliminate supply chain challenges, we can all benefit from examining how we handle product reselections. The end goal is to ensure clients’ experience is as stress-free as possible to minimize the negative impact on your company and its profitability.