SMC Hosts Customer Service Expert Carol Smith on July 11

 At the end of this course, successful participants will be able to— 

  • Explain the connection between existing customer expectations and future business.

  • Describe the factors that contribute to customer expectations. 

  • Illustrate how to determine whether a prospect’s existing expectations offer potential match to what you offer. 

  • Discuss the five principles for aligning expectations successfully.

  • List three or more common pitfalls to avoid in aligning home buyer expectations.

  • Give examples of product, process, and service expectations home buyers need.  

  • Discuss how a builder’s homeowner guide and planned meetings can be used to detail and reinforce expectations.

  • Give three or more examples of additional tools and specialized techniques available to builders for aligning expectations.

  • Identify opportunities to exceed expectations.

Speaker Carol Smith

Since 1986, Carol has presented hundreds of educational programs to builders and associates in the US, Canada, New Zealand, and Australia. In addition to hosting over twenty service conferences in Denver, she has presented seminars at IBS twenty-seven consecutive years and has spoken at dozens of local HBA meetings, regional conferences, Custom Builder Symposiums, Remodelers conferences, and home shows. She developed the original curriculum for the Home Builders Institute’s CGB and CGR approved full day Customer Service course and wrote the Home Address newsletter for over 20 years. Carol is an award-winning columnist for CUSTOM HOME Magazine and has written dozens of articles for such publications as Builders Management Journal, Premier Homes, Building Homes and Profits, BUILDER, and Professional Builder magazines. 

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