With Generation Y (Born from 1977 - 1996) beginning to enter the home buying market, home builders must re-think how to market and sell to them or risk losing them to the competition.
Generation Y home buyers ― whose leading edge is turning 27 this year — generally have more spending power than preceding generations at this stage in their lives because they are well-educated and have higher starting salaries out of college.
Generation Y consumers understand that this is a prime time for them to buy because of market conditions and that, potentially, they can have a mortgage payment that is less than what they would pay in rent. In addition, research indicates that more single females of this generation are buying homes because of optimal market conditions and their improved financial situation.
When shopping for a new home, Generation Y consumers want to live close to where they work and socialize but also be near friends and family. Most prefer living in the city or at least in close proximity.
Research also indicates that this generation of home buyers is willing to spend more money on a new home in order to get exactly what they want.
Generation Y Wants Quick, Personalized Answers
If home builders want to reach out to these potential customers, they must realize how important a role technology plays in their lives. Generation Y grew up with technology and rely on it to stay informed, especially when they’re making serious purchasing decisions.
Generation Y relies on e-mail, the Internet, PDAs, BlackBerrys and other electronic devices and, for many, these technologies are their preferred method of communication. In addition, studies show that eight out of 10 Generation Y home buyers use the Internet to research their home choices.
Once they have narrowed their choices, they expect their requests for more information to be answered quickly and for those answers to be personalized ― they don’t want to wait a week or two for a generic response. Generation Y consumers will lose interest quickly if those trying to reach them don’t value quick communication.
Customer Relationship Management Levels the Playing Field
So how does a home builder level the playing field with Generation Y?
Home builders looking to sell to this generation should utilize a customer relationship management (CRM) system with a strong marketing automation suite that can deliver detailed, personalized information in a timely fashion, nurture prospects until they turn into hot leads and collect data to build customer profiles.
Generation Y consumers will appreciate getting a tailored response to their inquiries. This will also make them more likely to provide additional information about their buying preferences.
Armed with this type of information — especially the buying timeframe — a home builder’s sales team can be instantly alerted to hot leads, allowing them to launch follow-up programs to get these prospects into the office.
Marketing Automation Builds Rapport
Responding quickly can be an important differentiator when reaching out to buyers, especially those using Web sites like Move.com or NewHomeSource.com that feature multiple home builders.
Using marketing automation and collecting buyer data are effective ways to build rapport, but it doesn’t end there. Time is very valuable to Generation Y and they want to use technology to create wish lists for the communities they are interested in and also for the design of their dream home.
Builders can use the Web and surveying to educate buyers about communities and assist them in identifying a home that meets their needs. Providing a list of communities that fit their needs lets home buyers narrow down their wish list and spend more time checking out the communities that are right for them.
By the time they actually visit the community, they already have a good idea of what they want in their home. The sales associate also has a much better understanding of their customers’ needs because of the information gleaned online and is much better prepared to offer effective recommendations.
Home builders can also use Web-based technology to provide convenience and personalization in the design process via a virtual design center. The center is accessible via a Web browser so home buyers can actually start looking at the available options for their homes. Enabling them to start designing their dream home also gives them more ownership and a connection to the home, sometimes even before they walk into the community.
Through a deeper knowledge and use of Web-based technology so central to this generation’s buying habits, home builders can provide a better, more personalized customer experience, achieve a faster sales cycle, gain a deeper understanding of customers’ needs, sell more options and build stronger, more profitable relationships.
Steve Lewkowitz is the home building and real estate professional services director for CDC Software’s Pivotal CRM, a leading line of customer relationship management solutions.
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