Browse Forums Building A New House 1 Jun 24, 2010 4:16 pm Hi all, Can you tell me what role a customer Liaison or representative has? Are they meant to keep you updated? Should they know what stage your home is at and what is scheduled next? Should they be aware of any problems in your home, and if they are being taken care of? We have one, but the only thing ours is good for is invoicing us and taking payments. We get told to speak to SS if we have an queries. I thought that's what the customer representive is for. Am I wrong? Cheers Re: The role of your Customer Liaison?? 2Jun 24, 2010 4:45 pm heya brb, Our CLO rings us every 2 weeks with an update... she liaises with the SS as she is supposed to. She often rings though and tells us this or that will happen in the next week or so... and we are like nope.. drove by today and its already done! LOL Re: The role of your Customer Liaison?? 5Jun 24, 2010 5:23 pm We have been told we are not allowed to speak to our SS and everything has to go through the CRO who will then liase with the SS. So far this has been fine (although the letter advising us of this was a little 'too the point') and any issue's we have she has followed up on the same day, or at least let us know the same day that it is being looked into. Re: The role of your Customer Liaison?? 6Jun 24, 2010 5:34 pm Our contact is straight with the SS who is happy to speak/meet with us. We also have a CLO and if there is anything in length that I need to discuss, I will just email her and she let's the SS know. They are very prompt with replying or dealing with issues. Summit/New Gen Homes Slab - 9/4/10 PCI - 13/9/10 Handover - 22/9/10 Re: The role of your Customer Liaison?? 7Jun 24, 2010 5:54 pm CLO Duties are as follows; Email incorrect info at inconsistent times Fail to respond to any messages ( unless you threaten to go to the office - works for me ) Copy and modify the addendum and plans and get you to sign them repeatedly ( im on rivision 11 I think ) Promise to get any request for info right away, and then go on holiday. Always appear flustered and under the pump , even when at lunch. Suggest the customer can take care of that themselves later , cos they have forgotten. Phone clients with progress updates on items already done, (mine rang me the other day to tell me the paving bricks would be finished that day, I dont know whos file she had , but there were no bricks on the site that day and paving was gonna take at least a week - then i got an email to say the invoice for plate height was overdue, yep , we have been at lock up since easter. And the winner is , cos house is taking too long (waiting 12 weeks now for kitchen cabinets and bench ) they have offered us a free kitchen granite bench upgrade ( this didint include the capping until I complained and they decided they had best let us have that too ) So now that it is obvious that after they have been saying it is nearly finished, and they offer a granite one , clearly they had not even started the Koris one, but then the variation raised to cement this in writing says that it adds their standard 10 working days to the contract time frame, and when I complained about this they said they would withdraw the offer. But my favourite is the couple that were upset about not getting the weekly updates by email . The only email they got was five weeks after they had moved in telling them they would not be getting any more weekly updates cos they were now at Lock up stage . Ok i have vented for the day Timeline Aug 08-Land Mar 09-Demo/Titles Sept 10-Handover No1 Sept 11-Handover No2 April 12-Sold No2 Aug 14-Land/Demo Jan 15-Slabs viewtopic.php?f=31&t=25736 Re: The role of your Customer Liaison?? 9Jun 24, 2010 6:18 pm I think Echo hit the nail on the head there! We've had more info out of the supervisor than the CLO... Re: The role of your Customer Liaison?? 11Jun 24, 2010 7:21 pm Depends on who you are building with. As having previously working in building admin.....at one of the big ones in melbourne, clients weren't allowed to have ss numbers so everything went through me....complaints, issues, variations etc. Working with a big builder in regional victoria, I didn't have much contact with clients. They generally dealt with their sales person or supervisor most of the time. Depended on the client really and who they wanted to talk to or got on the best with. Re: The role of your Customer Liaison?? 12Jun 24, 2010 10:05 pm brb_654 We have the direct number to our SS but I don't want to keep hassling him (don't want to p#@@ him off), we try to only call if really the need be. Clever , that is the way to approach it. Unless they change ( Im on number 3 SS, but no surprize as we had 3 salepeople before we signed and were on our third kind of benchtop so we have balance ) Timeline Aug 08-Land Mar 09-Demo/Titles Sept 10-Handover No1 Sept 11-Handover No2 April 12-Sold No2 Aug 14-Land/Demo Jan 15-Slabs viewtopic.php?f=31&t=25736 Re: The role of your Customer Liaison?? 13Jun 24, 2010 10:10 pm Echo brb_654 We have the direct number to our SS but I don't want to keep hassling him (don't want to p#@@ him off), we try to only call if really the need be. Clever , that is the way to approach it. Unless they change ( Im on number 3 SS, but no surprize as we had 3 salepeople before we signed and were on our third kind of benchtop so we have balance ) At least they're consistent Sleven Moved into our Atlantique MkII 36 by Carlisle Homes The engineering is the engineering. It's irrelevant how much material you have. Unless it fits the requirements of your design the engineer can't "make"it work. You might… 7 9687 the conduit would need to be undamaged regardless of what network is in play. The conduit needs to be able to have fibre run through it. NBN and Opticomm are just… 4 2882 Thanks mate. Yeah good points! Leaning towards Option 3 to get a bit extra space in the cabinets but not going too crazy high (and expensive). Would require a mini… 13 39714 |