EVENTS CALENDAR
ASSOCIATE COUNCIL LUNCHEON Thursday, April 7 11:30 a.m. at GHBA
Topic: Lunch with Legends featuring...
Will Holder, Trendmaker Homes
Steve VonHofe, Taylor Morrison Homes
Cindy Hinson, Village Builders
Cost: $10/person $15 at the door
Sponsored by: Goodman Manufacturing Co., DuPont Corian and Zodiaq Quartz
ASSOCIATE COUNCIL BOARD OF DIRECTORS President: Keith Rodgers, HomeTeam Pest Defense
Vice President: Denny Patterson, Airtron Houston
Secretary: Beth Avalos, Floors Inc.
Treasurer: Tony Boilek, Sherwin-Williams Paint Co.
Past President: Jim Wyatt, MasterBrand Cabinets
ASSOCIATE COUNCIL NEWS First Impressions T
hanks to everyone who has attended and supported the Associate Council
ASSOCIATE COUNCIL LUNCHEON Thursday, May 5 11:30 a.m. at GHBA
Cost: $10/person $15 at the door Sponsorships available!
INFO/SPONSORSHIPS: Peggy Means 281.970.8970 x161
pmeans@ghba.org
events these first few months in 2011. The First Annual Chili Cook-off was a huge success, followed up by a fun networking event with the Sales and Marketing Council and the Spring Golf Tournament at Wildcat. We made it up to Austin and set a new attendance record for Rally Day and we have had great guest speakers! Mike Moody, president of Newmark Homes shared with the council the upcoming Benefit Homes Project with Newmark Homes and Towne Lake. Steve Hefner, vice president of
cons t ruc t ion
2011 Associate Council President Keith Rodgers, CGA, CSP, CGP, HomeTeam Pest Defense
with Camden Development shared their projections of the multi-family market and its impact on our industry.
First Impressions: The Moment of Truth
"Customer service training should be viewed as an essential process and not just an event. "
ANNUAL SPONSOR
A few months ago I received a random phone call from a new GHBA member asking if we could meet and share notes about builders in the Houston market. JoAnne was from out of state and was referred to me by another GHBA member. We met one afternoon at the GHBA and then attended a networking event where I was able to introduce her to a few builders. We had a great conversation and have had several conversations since
38
It’s called the “moment of truth." Everyone throughout the customer service chain— from the customer service reps answering the phones, to the sales associate on the street, to the senior executives behind the desk—has experienced this phenomenon at one time or another. It occurs in a split second, and has the power to cement relationships forever or destroy them before they begin.
The First Impression. You never get a second chance or a do-over. Great companies know that having all their team members properly trained is one of the best ways to ensure a seamless and high level of customer service delivery.
So how can you make sure that every “moment of truth” in your company is a positive one? The commitment to excellence must come from the top so that
APRIL 2011 | HOUSTON BUILDER | GREATER HOUSTON BUILDERS ASSOCIATION – BUILDING A BETTER FUTURE
that evening and have become friends in the industry. Below is part of an article that JoAnne put together, and I thought this would be a perfect follow-up to last month’s article on being “market-minded.”
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48