Consulting

Companies sometimes encounter unusual issues they need to resolve. To accommodate such needs, Carol Smith offers a variety of consulting services, including–

Customer Materials Evaluation

Review of customer materials–homeowner manual, forms, standard company letters, and so on–provide you with a written evaluation and recommendations for continued improvement. Establish boundaries with user friendly written materials that retain customer goodwill.

Customer Service Policy & Procedure Development

If your company wants written customer service policies and procedures, Carol Smith can assist you in producing materials that support your organization’s philosophy. The development process unifies company thinking and the end results are invaluable for training and daily operations.

Experience Excellence: Home Buyer Meetings Workshop

By applying the principles of quality management to each aspect of the new home experience, builders gain control and earn higher levels of customer satisfaction. Through issue identification, script development, rehearsal, and meeting observations, the customer meeting skills of your team increases dramatically.

Field Training

Some skills are best mastered through practice and coaching. Role playing situations that commonly occur with customers followed by discussion about the interaction reinforces skills and builds confidence. Field training is an appropriate follow-up to many of the seminars.

Focus Groups

Schedule focus groups to obtain feedback from homeowners, employees, real estate agents, or trade contractors. Carol Smith guides your preparation and moderates the discussion. Following the focus group, consultation with you to interprets the participants’ comments to develop an action plan in response.

Homeowner Guide Workshop

Whether you need to develop your company’s first homeowner guide or you want to update an existing one, this workshop gets the job done. Working from your existing materials, this detailed review identifies opportunities to fine tune and fortify your primary tool for aligning customer expectations.

Judgment Calls Workshop

Most companies intend to “do the right thing.” The challenge is knowing what that right thing is. This Carol Smith workshop reviews judgment calls then provides participants with practice studies. Sifting through the facts, thinking through the issues, and identifying responsibilities leads to head scratching, debate, new perspectives, and creative solutions.

Telephone Consultation

You may wish to schedule a telephone consultation regarding a particular customer situation or policy question. Appointments are available Mon-Sat, 7 a.m. to 6 p.m., MST. Contact the Home Address office to set an appointment.

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