Podcast: The Power of Proactive Communication – Paul Gortzig

Paul Gortzig of Bokka Group talks about the power of proactive communication on the Home Builder Digital Marketing Podcast

This week on The Home Builder Digital Marketing Podcast, Paul Gortzig of Bokka Group joins Greg and Kevin to discuss how home builders who proactively communicate with home buyers through the building process considerably enhance the customer experience.

Studies have shown that one of the most frustrating aspects of buying a home can be how inconsistently and ineffectively home builders communicate with buyers. Paul says,

“We have learned through our research and supported by Zillow’s research that the number one pain point a customer has in building a home is the lack of communication during the construction process, or the lack of consistency or accuracy of the information being shared with the customer. It’s the proactive communication during construction that home buyers are very, very frustrated with.”

Generally, home builders do well at communicating with home buyers during the buying process. Where improvement is needed is during the home building process. Paul explains,

“Certainly, we want to do the right thing for our customers. We want to deliver a greater experience. And I think as a whole, our industry can do a much better job at delivering a better building experience. I think we do a great job of a buying experience with all the technology and all the tools we put on our website, and that has come a long, long way, and that’s fabulous. If we start focusing on that building process, it’s going to help our teams be more efficient in the field and the buyers are going to have a much better experience. They’re going to be more comfortable with going through that process.”

When a home builder prioritizes the home buyer during the building phase, many other benefits naturally follow. Paul says,

“So, when you start with the customer and work it backwards, you tend to really find the right answer as to how you want to operate within your organization and for your customer. So, start with the customer and work things backwards and you’ll find that the answer will be just laid out in front of you when you start thinking that way. You’ll also be bringing more efficiency to your own organization.”

Listen to this week’s episode to learn more about how proactive communication from home builders to home buyers can greatly improve the customer journey.

About the Guest:

Paul has more than 30 years of experience in homebuilding with local and regional builders in Denver, Colorado. He has been recognized with multiple awards for his outstanding sales volume and sales excellence. Over the past two decades, Paul has served in various sales leadership positions, where he has been responsible for coaching, training, and developing new home sales professionals. He has had the privilege of learning from some of the most respected sales leaders in the country, including Jeff Shore, Bob Schultz, and Myres Barnes. In addition, Paul has been honored with the prestigious MAME award for Sales Manager of the Year and has served on the board of the MAME Award-winning Sales and Marketing Council of Denver for several years. He has also been invited to judge numerous local, regional, and national awards shows in product and people categories.

Currently, Paul serves as the Director of Sales for the Bokka Group, where he leads the Builder Signal program. His expertise lies in coaching and training builders’ sales teams, with an emphasis on delivering a better customer experience. Paul has also served in Sales Leadership Advisory roles and building OSC programs for Bokka Group’s clients.