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| 2007 New Home Warranty Conference |
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2007 New Home Warranty Conference Course Descriptions Fine Points of Warranty Operations Sidestep regrets and avoid mayhem by applying the insights covered here. This seminar suggests practices and policies that address the rare, the awkward, the vulnerable in daily warranty work. From sticky scheduling to awkward inspections, from second owners to honest mistakes–and many vulnerabilities in between–this seminar offers you practical approaches to situations where catastrophe lurks in the details. What Homeowners Have to Say about Warranty Service Objective data can be your greatest ally when you need to get someone’s attention or motivate others to change behaviors. Drawing from thousands of satisfaction surveys, Geoff will share details and insights about warranty service–from homeowners’ perspective. Ensure that your improvement efforts are invested in exactly the areas customers are concerned about. You’ll gain maximum returns is customer satisfaction plus the personal gratification from a job well-done. Body Language Research on body language continues to build a case for its powerful impact on personal and professional relationships. Learn how to reinforce your message and avoid undermining your success with appropriate posture, gestures, and facial expressions. Pick up tips on where to stand, how to enter a room, and which chair to take at a meeting. At no cost and without special equipment, you can improve the effectiveness of your conversations and build career success. After Move-In Service Statistics are showing objectively how important after move-in service is to referrals. This means going beyond traditional practices to add special touches and proactive policies. It means acting as if you like your customers, even after they’ve paid your company for their new home. Hear the numbers, see the ideas, and go back to work with the tools to take your warranty operations to the next level. Ensure so You Won’t Have to Insure Minimize liability and risk for water intrusion by focusing on prevention, response, training, transferring risk, and essential documentation. Learn the steps to take to reduce the risk of serious problems and to position your company for decisive action when problems do occur. Leave this session with greater understanding of the issues, a clear plan, and sample water intrusion protocols and checklists you can put to work at your company. Cultural Diversity, II The diversity of our customers continues to evolve: native country, generation, gender, family configurations, and varying degrees of knowledge of the home building process all come together in today’s market place. These differences add another dimension to service practices and behaviors. In this critically important program, Donna provides an update to the original Cultural Diversity presentation. You will leave feeling confident in your ability to work with and satisfy customers from many backgrounds. Portfolio of Letters Since its publication in 1999 Dear Homeowner with its 80+ letters has been a best seller. As the years passed, service professionals asked for help with situations not covered. This seminar gives you advanced notice of new letters and revisions of old standards that are planned for the second edition. You can put them to work immediately while others wait for the book to come out. Service: A to Z The Home Address Communication Protocols course is one of our most popular, addressing over 30 communications situations. We thought it was time for a similar approach to attitude. This class offers over 40 traits to strive for, habits to develop, mind sets to adopt to keep you resilient and upbeat in the face of the plain hard work and let’s admit it, a bit of negativity from time to time. HOMSoft Member Retreat follows on may 18, 9 a.m.-3 p.m.
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