"Act as if you like your customer," says customer service expert Carol Smith. She shows builders and their management staffs how to make their home buyers' experience a positive one from initial contact through warranty service. Satisfied customers aren't born that way. They're created. A successful customer service program is one of the key elements in closing sales and getting referrals. You can increase sales by developing stronger customer service goals and organizing the activities necessary to reach them. Customer Service for Home Builders explores the fundamental customer service challenges that every service-oriented company faces: - staff - quality - documentation - internal communication - policies and procedures Carol Smith examines the sequence of a builder's relationship with home buyers and shows builders how to initiate service and successfully manage customers' experiences instead of just reacting to issues customers raise. In "Daily Operations: Working with Customers," she focuses on-- - expectations - preliminaries - customers and construction - new home delivery - warranty service The book --with its forms, checklists, documents, and resources guide- provides what you need to give your customer service program new life. It includes what you need to easily institute a comprehensive customer service program. Create satisfied customers every time with Carol Smith's industry-tested guidelines.

With this book, home building professionals will learn how to build a rapport with prospective home buyers. Nowell's emphasis on questioning strategies and listening skills helps salespeople build relationships with potential customers and meet prospective buyer's specific needs.

Maintaining positive relationships with new home owners after they move in increases sales. This book helps builders and their sales and warranty staffs understand and plan for the customer service that follows the sale of a house, especially warranty service.

Nearly 100 of the most useful business forms and contracts for builders are gathered from builders across the country: sales and marketing forms, contracts, agreements, trade contractor specifications, checklists, orientation and quality control documents, and more. Documents can be downloaded from the CD and customized.

NAHB's Residential Construction Performance Guidelines were created to offer a third-party view of quality issues in residential construction (both new homes and remodeling). The Consumer Reference makes it easy to provide a copy of the guidelines to every customer. Sold in affordable packs of 10, the Consumer Reference is a great addition to your warranty claims process and: Help customers understand the basics of a properly constructed home and how it should perform during the warranty period Take action to resolve customer concerns before they escalate to complaints Exhibit your professionalism by showing that you consistently meet or exceed accepted industry guidelines Includes Residential Construction Performance Guidelines for: Site Work and Foundation Floors, Walls, and Roofs

This vibrantly illustrated picture book celebrates a variety of woodland creatures as they make their homes and prepare for their young. Welcome to a serene woodland where lots of expectant animal parents are in their "nesting" phase--that is, busy preparing safe, cozy homes for their growing families. As they dig, tunnel, gnaw, and gather, they create dens, burrows, lodges, and, of course, nests. Soon the woods are full of new little ones peeping, crawling, romping, and snuggling--and with artwork so gorgeous that it feels like an invitation into the scenery it's depicting, readers will be eager to join them in their beautiful home.