When you hear a Carol Smith anecdote you think she has a microphone hidden in your office. When you see a form she developed or a letter she wrote, you wish she worked beside you. As you read one of her books, you know you’ve found a compatriot in the fight for business and customer loyalty.
Experience is a wonderful teacher and it is apparent from her first words that Carol Smith has experience–in warranty, construction, sales, and even mortgages. Her 37 years of working with customers are immediately apparent in her realistic and practical approach to customer relations. Having worked herself is each of these areas qualifies her to be recognized by four countries as the leading expert on customer service in the home building profession.
Trained as an English teacher, she shares her insight in well-organized, practical, and empowering seminars, workshops, books, and articles. When these talents are applied to the challenges and opportunities facing today’s home builders, your team unites to apply techniques, and materials designed to help you win the hearts and minds of customers.
A much sought-after and revered speaker, Carol has presented hundreds of educational programs to builders and associates in the US, Canada, New Zealand, and Australia both privately and through their professional associations. She has been a featured speaker at the annual International Builders Show every year since 1986.
Over the years the National Association of Home Builders (U.S.) has published 14 Carol Smith books on customer service. Published by builderbooks.com in Washington D. C. the titles include--
• Beyond Warranty: Building Your Referral Business
• Customer Service for Home Builders (2nd edition)
• Homeowner Manual Model (2nd edition)
• Building Your Home: An Insider's Guide (2nd edition)
• Meetings with Clients: A Self-Study Guide (2nd edition)
• Dear Homeowner: a Book of Customer Service Letters
• Warranty Service (2nd edition)
• Customer Relations Handbook for Builders, volumes I & II
• The Positive Walk Through
• Home Buyer Brochure Series
Working with the Kansas City HBA, Carol wrote and co-hosted consumer videos, Dream to Reality-parts 1 & 2, about the home building process based on her consumer book, Building Your Home: An Insider’s Guide.
She’s also written hundreds of columns and feature articles for industry periodicals and local association publications including Custom Home Magazine, Builders Management Journal, Premier Homes, Building Homes and Profits, BUILDER, and Professional Builder magazines.
Carol is noted for cutting through the hype to reach the heart of any service issue. Her realistic approach and proven techniques empower those in the home building profession to create genuine customer loyalty. As a result of putting her methods to work, your company’s reputation for excellence in product and service will generate prosperity and opportunity in any market.