CALENDAR OF EVENTS


NO BABA LUNCHEON IN NOVEMBER OR DECEMBER


BABA BOARD INSTALLATION


DINNER Saturday, Nov. 13 7 p.m. to 11 p.m. Hilton NASA Clear Lake


Cost: $850 for table of 10 $95/person before Nov. 5


Sponsorships are available! Contact Karen Krenek at kkrenek@ghba.org or 281.970.8970 x171 for more information.


BOARD OF DIRECTORS


President: Rusty DeBorde, Texas Signature Builders


Vice President: Phil Messarra, Master Craftsmen Inc.


Secretary: Jeremy Hightower, Bayway Homes


Treasurer: Aaron Wallrath, Aaron Wallrath Custom Homes


Past President: Scott Mixon, Bayway Homes


DIRECTORS: Dawn Birdsong, Cornerstone Mortgage Co.


Kevin Edmonds, Agile Homes Ian Faria, Coats Rose Law Firm


Peter Gorman, Baycrest Custom Homes Lee Kirgan, CGA, Slone Lumber Chris Larson, Kiva Kitchen & Bath Bill Pittman, Bilmar Homes Craig Roll, Coastal Building Insp Bill Simons, 84 Lumber Co.


Greg Tomlinson, Builders Post-Tension


Scott von Gonten, CGA, CGP Conserve IQ, LLC


Murphy Yates Harbor Classic Builders


Hector Zamarripa Sherwin-Williams Paint Co.


INFO / SPONSORSHIPS: 281.970.8970 x171 kkrenek@ghba.org


TICKETS: www.ghba.org


2010ANNUAL PLATINUM


GOLD Builders Post-Tension Inc 403 RICHEY RD. HOUSTON, TX 77090


Article by Phil Messarra M.E., CR of Master Craftsmen. Messara is a certified lead remodeler and a mechanical engineer with a degree from the University of Houston. Contact Phil at engineer@mastercraftsmen.com or visit MasterCraftsmen.com.


#5 Nurture Personal Connections: When you reach a loyalty factor with your customers, they won't let go. Train your employees to love your customers. Really good companies train their trades and the Realtors who show their homes, the superintendents, even their purchasing managers.


#6 Love Interruptions: The customer isn't interrupting your work—they ARE


SPONSORS


BAY AREA BUILDERS ASSOCIATION NEWS Loyalty is Love


One thing that helps keep me on top of my game is to read a great book. In her book Loyalty is Love, trainer and author Beverly Koehn has really challenged me to “step up to the plate” and really focus on customer service. Her “7 Commandments of Customer Care” have really helped me keep my perspective on the right track. If you had not had the opportunity to review this book yet, I’d like to share some of Koehn’s insights on customer service.


#1 Never Forget the Customer: The source and summit of your focus should be the customer—in everything you do, in any decision that affects your business. If it isn't good for you AND your customer, then step back and consider, “Why am I doing this?”


#2 Customers Need Us: Customers come to you for one reason—they need help. This holds true in any business, trade or profession. They may not always say they words, or even know they need help, but they do.


#3 You Need Your Customers, Too: After all, customers sell your business. If you don't have customers, then you don't have a business.


#4 Forget the Numbers, Remember the Hearts: Treat the customer better than you would like to be treated. Customers are not statistics; they have names and lifestyle issues centered around your construction.


the work. When they have needs or issues, or when they want or talk, that's part of doing business.


#7 Never Argue with Customers: When you reach the adversarial position, you’re no longer on the same team; you are opponents. Take this emotionally charged event and turn it on its head. Make it a turning point—not a stopping point—in your relationship.


These are just a few of Koehn’s encouragements to be the very best at customer service. Some of them are common sense. But take a hard look at your day-to-day and really consider if you are following these commandments, or if there are areas where you can improve. Your customers—and your bottom line—will thank you.


Installation Banquet


On November 13, the Bay Area Builders Association (BABA) will celebrate the closing of its year with the installation of incoming BABA President Phil Messarra and his board of directors. Please show your support and join us for a fun evening as we thank our outgoing board and ring in another successful year.


Thanks, Rusty!


What a great year this has been for the BABA group. Thanks to the efforts of a fantastic board of directors and the support of our membership, we have accomplished much. Thanks guys and gals; you are appreciated! A special thank you to our outgoing president, Rusty DeBorde. We can also be thankful for the excellent associates who support the BABA ideals and causes. BABA's builders and remodelers are grateful for your support and are honored to stand with you as we together promote the advancement of our industry.


38 NOVEMBER 2010 | HOUSTON BUILDER | GREATER HOUSTON BUILDERS ASSOCIATION – BUILDING A BETTER FUTURE


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