In a crowded luxury condo market, developers set themselves apart by providing service that goes above and beyond the competition.
That’s why developers have come to rely not only on the industry-leading appliances from BSH, from the attainable luxury of Bosch to the chef-inspired excellence of Thermador to the top-of-the-line luxury of Gaggenau, but also on BSH’s Builder Service Program. By partnering with builders early in the construction process and remaining involved long after residents’ move-in date, BSH is able to provide hands-on service and support throughout their products’ lifespans. TRD spoke with Builder Service Program leadership about living up to the high expectations set by a new condo kitchen equipped with the latest appliances from BSH.
Luxury means white glove service
BSH started the Builder Service Program in late 2016 in an effort to streamline how the company provides support to builders during the construction of large, BSH-equipped projects.
“The team has been trained to offer one-call resolution,” explains Jennifer Reiss, who manages the Builder Service Program. “They have technical knowledge. They have superior customer support skills. They have direct access to our tech support teams and parts teams. They can process their own exchanges. Honestly, they can do everything.”
The concept is simple in theory but requires complex execution beginning early in the construction process. Specially-trained technicians do jobsite walkthroughs as early as possible, catching any potential plumbing or electrical issues that might hinder the installation process and then cataloguing the serial numbers of each individual appliance as it’s installed. That way, if there’s an issue down the line, the BSH team already has all the information they need to provide a solution instead of asking their client to “go crawling around looking for the data tags on their appliance.”
The technicians who visit these sites receive training at both the BSH Customer Service training center and factories in North Carolina, making them the experts in all things Gaggenau, Thermador and Bosch.
“Having that direct line to the factory and those engineers is absolutely crucial for solving problems that you’re not anticipating,” says Shawn Driggers, BSP Field Service Manager. “Every building is so unique and we’re constantly adapting.”
After move-ins
Enrolling in the Builder Service Program gives developers a partner throughout the construction process, ensuring that, when move-in day arrives, they can turn over the keys to residents with confidence. Once a building is enrolled in the Program, it remains enrolled forever, and the team transitions over into providing white glove support to the residents who use their appliances every day.
“Customers are provided with marketing materials about the appliances in their homes, and there’s a welcome brochure that’s also provided with the account number for their buildings,” says Reiss. “It makes it very easy to interact with the team.”
Residents with Gaggenau kitchens can log into a building-specific microsite and sign up for a one-on-one session with a virtual trainer, who will get onto FaceTime and give the client a personalized walkthrough of every appliance in their kitchen. They will also receive invites to special events at nearby BSH showrooms, where expert chefs put on cooking clinics using the very appliances they have at home.
“We want to make sure that we’re meeting those customers’ expectations and really offering them that personal experience that they deserve,” says Reiss.
Of course, the Service team is constantly monitoring any issues that may come up throughout a building’s lifetime. This vigilance allows the Builder Service team to not only oversee proper installation but catch any issues early in the process, giving the construction and management teams the confidence that any mistakes will not be duplicated across an entire building. It’s all part of the Service Team’s commitment to providing personalized support throughout the lifespan of the appliances.
Industry standard products, industry leading support
Luxury buyers expect to see Gaggenau appliances in penthouse homes, and developers rely on BSH to deliver not only the products but the elevated service that comes with the luxury brand name.
“I’ve had a number of cases where BSH has gone above and beyond to make sure that our customer is satisfied with the product,” says Todd Dumaresq, Vice President, Development, at Toll Brothers City Living. “They’re there as a partner for us from a marketing perspective, and when it’s required, their service is top-notch.”
Dumaresq says that Toll Brothers have used Gaggenau, Thermador and Bosch in a majority of the projects he’s overseen in the last 12 years. During that time, he’s seen BSH provide support for customers well outside the normal service parameters. BSH is more than an appliance manufacturer, they’re a partner that embodies the same dedication to quality and service as the developers who they work with.
“They provide VIP service for our customers,” says Dumaresq. “That’s important to Toll Brothers, because it’s a core tenet of our business as well.”
To express interest in learning more about the Builder Service Program, please email Andrew Karcich (East) Andrew.Karcich@bshg.com or Charles Cote-Etienne (West) at Charles.Cote@bshg.com, and be sure to visit the BSH Hub for more from the Exclusive Appliance Partner of The Real Deal.