As the son of a general contractor growing up in Seattle, Washington, Jon Casper learned a lot about doing things right and taking good care of customers. Those skills would prepare him well for his current job as Director of Customer Experience for Brookfield Residential.
Today, Jon is in charge of making sure that all of Brookfield Residential’s departments that interact with customers are prepared to deliver meaningful moments. “Our customers are on a journey, and it’s often a complicated one,” Jon says. “We have the responsibility to not just guide them through the buying process, but to create a great experience for them as they realize their dream of owning a home. We want them to immediately feel our genuine care and authenticity.”
For Jon and his team, it’s all about attention to detail and creating a culture that actively advocates for customers’ needs. “We’re very proactive with our approach to customer care,” Jon says. “After customers move in, we’ve planned specific moments where we proactively invest in the homeowners’ experience. So for example, we meet with them 20 days after they move in to help with the transition and ease the move in experience. Then we reach out to meet with them again at 6 months to see if anything has gone wrong, if there are any warranty issues, or if they need any services. Then there’s a year-end visit at 12 months.”
At each of these touchpoints, the customer care team can proactively walk the home with the customer to evaluate any issues and, if needed, correct from a warranty standpoint. “We want to educate and inform customers on how they can continue to care for their home and keep it looking like new,” Jon says. “And it doesn’t stop there — at 18 months and up to 24 months and even 2 years, customers know we’re still here for them. This personalized experience is an important part of taking care of their investment, and they’re not able to get that with other builders.”
