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Carol Smith has been over-promised, under-budgeted, short-staffed, burned-out, hung up on by homeowners, threatened with attorneys, picketed by homeowners, blackmailed by homeowner associations, ignored by trade contractors, lied to by suppliers--and lived to tell about it. And tell about it she has. Her 30+ years of experience with customers are immediately apparent in her realistic and practical approach to customer relations. She has performed over 700 buyer orientations, held the posts of superintendent, custom home sales manager, and vice president of customer relations. Carol has presented hundreds of educational programs to builders and associates in the US, Canada, New Zealand, and Australia. She has been a featured speaker at the annual International Builders Show 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. Her books, published by the NAHB’s Builder Books include-
Working with the Kansas City HBA, Carol wrote and co-hosted consumer DVDs, Dream to Reality-parts 1 & 2, about the home building process based on her consumer book, Building Your Home: An Insiders’ Guide. Twice each year Carol organizes and hosts two conferences in Denver, the New Home Warranty Conference and the Customer Relations Summit. Current projects include development of a Customer Service Policies and Procedures Training Guide, as well as books on Home Buyer Seminars, and Customer Feedback–all expected to be published in the fall of 2006. Donna Boals The quick, dry humor of Donna Boals delights her audiences as she educates them. Her ability to cut through the fluff right to the heart of any situation involving home buyers enables her to offer practical and appropriate solutions. Donna began her professional career as a teacher and in 1987 entered the construction industry as a new home sales consultant. In addition to her sales experience, she has been on the front line in customer service as a Director of Quality and Customer Service for local and national builders. An instructor for Home Address since 1997, Donna has presented programs at the Customer Realtions Summit, the International Builders Show, regional and local builders conferences as well as Builder 20 groups. A graduate of Indiana State University, the Center for Creative Leadership, a MIRM candidate and Certified Sales Professional, Donna specializes Customer Relations Assessments, teaches the core Home Address curriculum and has developed specialty courses- Ron Zeedick Ron has 30 years of experience in the human resource and employee benefit field. His expertise includes human resource planning, interviewing and hiring, quantifying human resources within an organization, conducting employee performance reviews, EEO compliance, compensation planning, labor relations, employee benefits, safety and health, and progressive discipline. Ron has successfully navigated clients through EEOC investigations, sexual harassment and discrimination charges, OSHA investigations, Workers’ Compensations issues, Unemployment hearings, wrongful discharge claims, the implementation of performance review systems, as well as numerous other human resource and employee benefit matters. Ron attained the status of Professional in Human Resources (PHR) from the Society of Human Resource Management in 1996 and the Certified Employee Benefit Specialist (CEBS) designation from the Wharton School of the University of Pennsylvania and the International Foundation of Employee Benefit Plans in 1999. In addition to presenting seminars on these subjects in conjunction with Home Address conferences, Ron performs human resource audits for home builders and offers consultation on human resource issues.
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