BuildPerks News - South Carolina · Clark’s Termite & Pest Control 2-10 Home Buyers Warranty Blue...

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PAIDPermit Number 6691TWIN CITIES, MN

Sponsor Spotlight

Builder Spotlight

BuildPerks401 N. 3rd St., Suite 240Minneapolis, MN 55401

BuildPerks News - South Carolina

Loyalty RewardedAugust/September 2015

Page 2 - August/September 2015 - BuildPerks • www.buildperks.com www.buildperks.com • BuildPerks - August/September 2015 - Page 3

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Kevin VanDam, Ba� Pro Shops® Exclusive ProAngler

3 Great ways to shop!

1500 PerkPoints for redemption of a

$50.00 Bass Pro Shops Gift Card

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Pro Fishing tips

Contact: Abby [email protected],

417-873-5468

to find everything you need for your next fishing adventure!to find everything you need for your next fishing adventure!Vis� www.basspro.com

BAITFISH - Always look for the presence of bait�sh. Keep your eyes out for heron and gulls as they feed, and watch your depth �nder for bait�sh underwater. All these can provide you clues as to where the bass will be. Herons mean bait�sh in shallow water, gulls suggest slightly deeper water, and your depth �nder can pinpoint exactly where the bait�sh are to tell you what depth you should be focusing on.LURE COLORS - When choosing lure colors in clear water, pick colors that match the surroundings you are �shing. Try to match the rocks, grass or whatever cover you’re �shing near. Most �sh forage, especially crustaceans, have the ability, to match their surroundings—so even if it seems like you’re camou�aging your lure, you’re doing the right thing.BOAT POSITION - When casting to isolated cover, boat positioning is critical. Position your boat before you make your �rst cast so you can get your lure close to your target and stay in the

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Table of ContentsNewsBuildPerks Sponsor List:Do Business with Sponsors & Earn PerkPoints

Facts Tell – Stories Sell:BuildPerks Sponsors Share Success Stories

Best Practices – Dr. Chuck Shinn: Become the Employer of Choice

7 8

10-11

16

12-13

21

22 23Best Practices – Carol Smith:Homeowner Guide:How Do You Get Customers to Read It?

Sponsor Spotlight:Clark’s Termite & Pest Control

BuildPerks Sponsor, GBS:Named to ProSales Top 100

Builder Spotlight:Executive Construction Homes

BuildPerks Top 25:Congratulations to the Top PerkPoint Getters!

Top 25 Members - See Page 21Did You Make the List?

We are publishing a list of the top PerkPoint earners in each South Carolina market. This prestigious list is established by the number of PerkPoints earned in the previous month.

To increase your chances of making the list, do business with BuildPerks Sponsors and pay your invoices within the Sponsors’ terms. If you really want to increase the odds of making the list, consider referring one of your suppliers or trade contractors to become a BuildPerks Sponsor.

See page 6 to learn more about the ‘Perks’ available for Sponsor referrals!

http://2-10.com/

http://www.boralamerica.com/



Barry CassellNational Sales Director

[email protected]

Connie BurneyBusiness Development

[email protected]

Stacy CremersSponsors/Members Services

[email protected]

Team

Member Benefits

You can earn 32,483 ‘PerkPoints’ for a $250,000 home!

The Benefits of buying from Sponsors: • Free BuildPerks Membership. • Participation does not affect your pricing. • Earn “PerkPoints” for purchases paid on time. • Redeem for airline tickets, hotel stays and name brand merchandise. • Travel on amazing Grand Destination trips or attend local events. • “PerkPoints” never expire.

Bob CremersMarketing Director

[email protected]




Kristin GardasMerchandise Redemptions

[email protected]

Darlene Tousignant Air/Hotel Redemptions

[email protected]

Lora HonerEditor/Publisher

[email protected]

Deb HitchcockEvents/Grand Destinations612-359-1111

Airline Tickets & Hotel Stays

Name Brand Merchandise Rewards

Grand Destinations

Redeem at www.buildperks.com

John Deere Riding Mower

Entrees to Excellence Beef Rib-Eye Steaks

Toshiba™ “Satellite” Notebook Computer

Vision Fitness® FoldingTreadmill

Brighton® “Go-Go” Messenger Bag - Black

Bass Pro Shops® Gift Cards

Apple® iPodTouch® - 32 GB

Magellan® “SmartGPS”Travel Assistant

GoPro® HERO®3+ “Black” Camcorder

Keurig® “K75 Platinum”Brewing System - Black

Titleist® Pro V1Golf Balls

Samsung Smart 65 inch Curved TV

Hawaii • Europe • Caribbean • Alaska

Here are a few samples of Merchandise Rewards.Find more items at www.buildperks.com

Travel & Merchandise Rewards

Team




Grand Destination

Trip for 2

Do you know a quality supplier that is a good candidate to become a Sponsor?

Prizes$500 Bass Pro Shop Gift Card /10,000 PerkPoints.

Refer a supplier to become a Sponsor and you choose between a $500 Bass Pro Shop gift card or 10,000 PerkPoints. There is NO maximum!!

Grand Destination Giveaway. The individual with the most Sponsor referrals

(minimum of 8 Sponsor referrals) between May 1 and December 31, 2015 will win their choice of: • A Trip for 2 on ’ first Grand Destination. The Grand Destination is an All-Inclusive First-Class

Vacation, to locations such as Los Cabos, Bavaria, Costa Rica, Caribbean Cruise & Hawaii; OR

• An additional 100,000 PerkPoints!

To Refer a Supplier• To Refer a Supplier, contact Barry Cassell at [email protected] or 216-346-3001 or Connie Burney at

[email protected] or 678-776-1459 with the company name and category.

Official Contest Rules • New Sponsor Agreements must be received by no later than December 31, 2015.• The Sponsor must provide your name as reference on the agreement signed with . • In the event of a tie, the winner will be selected and validated by a drawing at the corporate office.

Perks Profile FormUp to 200 PerkPoints.

• Up to 200 Bonus PerkPoints will be awarded for completing the Perks Profile form.• Go to www.buildperks.com, enter you Perk ID and fill out your Perk Profile to be awarded your 200 points.

Take a look at who is on the leader board for the Grand Destination Giveaway! There are many ‘Perks’ for Sponsor referrals. Someone might win a trip for 2 on BuildPerks first Grand Destination trip. Be sure to check out the contest rules and the contest standings below:

Eddie Yandle, Executive Construction (Columbia) 1.5John Covert, Covert Homes (Columbia) 1Michael Dey, Greenville HBA (Greenville) 1Clint Galloway, Galloway Family Homes (Charleston & Columbia) .5

Not on the list? There is still time.

$50010,000 PerkPoints

Refer a Sponsor Contest


mailto:[email protected]




Do Business with Sponsors & Earn Valuable PerkPoints!

These Sponsors provide quality products & services plus you earn PerkPoints.

Know someone who would be a great Sponsor? Let us know. You could possible win a trip for 2 to our first Grand Destination!See page 6 for details.

Sponsor List

Greenville/Asheville

Columbia

Charleston

Aiken/Augusta

Category

Category

Category

Category

Sponsor

Sponsor

Sponsor

Sponsor

Contact

Contact

Contact

Contact

Phone Number

Phone Number

Phone Number

Phone Number

(864) 593-2990 (864) 423-3379(864) 423-3379(864) 423-3379(404) 801-7590(404) 801-7590(864) 423-3379(678) 279-2244(864) 423-3379(864) 593-2990(803) 513-0069 (843) 270-9778(865) 719-9504(678) 279-2244(864) 423-3379(404) 801-7590(678) 279-2244(864) 254-0133 (864) 593-2990 (864) 593-2990 (864) 423-3379(864) 593-2990 (864) 423-3379(803) 600-6796(864) 315-1084(803) 513-2513(612) 359-5800

Brick SupplierClosets/Closet Systems/ShelvingDoor HardwareConcrete SupplierEIFS/Stucco SupplierFoundations/Poured WallsHome WarrantiesHVAC ContractorMirrors & Shower DoorsProfessional AssociationRoofing SupplierSiding SupplierStone SupplierTermite Pre-TreatmentsTile SupplierWaterproofing/Moisture ProtectionScreened Porch Enclosures

(803) 356-1730 (404) 801-7590(404) 801-7590(803) 256-5236(803) 356-1730 (803) 513-0069(843) 270-9778(678) 279-2244(404) 801-7590(803) 256-6238(803) 356-1730 (803) 356-1730 (803) 356-1730 (803) 600-6796(803) 567-4080(803) 513-2513(612) 359-5800

Boral Building ProductsAtlanta Glass & Mirror - GreenvilleAtlanta Glass & Mirror - GreenvillePalmetto Builders ConcreteBoral Building ProductsClark’s Termite & Pest Control2-10 Home Buyers WarrantyBlue HorizonAtlanta Glass & Mirror - GreenvilleBIA of Central South CarolinaBoral Building ProductsBoral Building ProductsBoral Building ProductsClark’s Termite & Pest ControlThe Tile ShopClark’s Termite & Pest ControlAmazing EZ Screen Porch Windows

Johnette JeffcoatGreg LepleyGreg LepleyAndy StevensonJohnette JeffcoatScotty TisdalAnne DerbyshireRandy HiresGreg LepleyEarl McLeodJohnette JeffcoatJohnette JeffcoatJohnette JeffcoatBrandon JeffcoatAshley HyattRalph ShulerTerry Jerylo

Brick SupplierEIFS/Stucco SupplierFoundations/Poured WallsHome WarrantiesRoofing SupplierSiding SupplierStone SupplierTermite Pre-TreatmentsWaterproofing/Moisture ProtectionScreened Porch Enclosures

(843) 514-6429 (843) 514-6429 (803) 513-0069(843) 270-9778(843) 514-6429 (843) 514-6429 (843) 514-6429 (803) 600-6796(803) 513-2513(612) 359-5800

Boral Building ProductsBoral Building ProductsClark’s Termite & Pest Control2-10 Home Buyers WarrantyBoral Building ProductsBoral Building ProductsBoral Building ProductsClark’s Termite & Pest ControlClark’s Termite & Pest ControlAmazing EZ Screen Porch Windows

Sally Ann KivettSally Ann KivettScotty TisdaleAnne DerbyshireSally Ann KivettSally Ann KivettSally Ann KivettBrandon JeffcoatRalph ShulerTerry Jerylo

Brick SupplierEIFS/Stucco SupplierFoundations/Poured WallsHome Warranties - AugustaHome Warranties - AikenRoofing SupplierSiding SupplierStone SupplierTermite Pre-TreatmentsWaterproofing/Moisture ProtectionScreened Porch Enclosures

(706) 821-3727 (706) 821-3727 (803) 513-0069(912) 665-0755(843) 270-9778(706) 821-3727 (706) 821-3727 (706) 821-3727 (803) 600-6796(803) 513-2513(612) 359-5800

Boral Building ProductsBoral Building ProductsClark’s Termite & Pest Control2-10 Home Buyers Warranty2-10 Home Buyers WarrantyBoral Building ProductsBoral Building ProductsBoral Building ProductsClark’s Termite & Pest ControlClark’s Termite & Pest ControlAmazing EZ Screen Porch Windows

Chris SmithChris SmithScotty TisdalAlice HurstAnne DerbyshireChris SmithChris SmithChris SmithBrandon JeffcoatRalph ShulerTerry Jerylo

Don WilliamsNick CampbellNick CampbellNick CampbellGreg LepleyGreg LepleyNick CampbellRandy HiresNick CampbellDon WilliamsScotty Tisdale Anne DerbyshireMeredith JohnsonRandy HiresNick CampbellGreg LepleyRandy HiresMichael DeyDon WilliamsDon WilliamsNick CampbellDon WilliamsNick CampbellBrandon JeffcoatJillian HudginsRalph ShulerTerry Jerylo

Boral Building ProductsGBS Building SupplyGBS Building SupplyGBS Building SupplyAtlanta Glass & Mirror - GreenvilleAtlanta Glass & Mirror - GreenvilleGBS Building SupplyBlue HorizonGBS Building SupplyBoral Building ProductsClark’s Termite & Pest Control2-10 Home Buyers Warranty2-10 Home Buyers WarrantyBlue HorizonGBS Building SupplyAtlanta Glass & Mirror - GreenvilleBlue HorizonHome Builders Association of GreenvilleBoral Building ProductsBoral Building ProductsGBS Building SupplyBoral Building ProductsGBS Building SupplyClark’s Termite & Pest ControlThe Tile ShopClark’s Termite & Pest ControlAmazing EZ Screen Porch Windows

Brick SupplierBrick SupplierBuilding MaterialsCabinetsClosets/Closet Systems/ShelvingDoor HardwareDoor & Window SupplierDrywall Contractor - GreenvilleDrywall SupplierEIFS/Stucco SupplierFoundations/Poured WallsHome Warranties - GreenvilleHome Warranties - AshevilleHVAC Contractor - GreenvilleInsulationMirrors & Shower DoorsPainting Contractor - GreenvilleProfessional AssociationRoofing SupplierSiding SupplierSiding SupplierStone SupplierStone SupplierTermite Pre-TreatmentsTile SupplierWaterproofing/Moisture ProtectionScreened Porch Enclosures



Meredith Johnson, TN | 865.719.9504 | [email protected] Hurst, GA | 912.665.0755 | [email protected] Derbyshire, SC | 843.270.9778 | [email protected]

It is no secret that loyalty programs are all the rage in marketing strategies, and the numbers tell all. According to Raymond James, the North American loyalty market from 2013 – 2014 was worth $54 billion dollars, and it is expected to grow at a rate of 20%. With loyalty program memberships passing the 2.5 billion mark, the loyalty market provides companies huge opportunities to connect with customers and create quality consumer experiences.Home building industry suppliers, trade contractors and service providers in South Carolina now have access to BuildPerks, the nation’s premier customer loyalty program exclusively for the home building industry. Although new in South Carolina, the BuildPerks team has more than 25 years successfully helping our Sponsors increase both market share and profits. But, don’t take our word for it – check out a few testimonials from our South Carolina Sponsors!

“The uniqueness of BuildPerks strengthens the tie with all of our customers regardless of volume. While any company can reward their customers with incentives, PerkPoints are awarded by a variety of compatible suppliers throughout the industry. Thus giving our customers not only a critical mass of PerkPoints, but a strong loyalty to all of their suppliers. BuildPerks is an affordable, valuable program that has already produced significant results in the first two months.”

Bob BarretoCEOGBS Building Supply

“We understand that builders have a choice in terms of the suppliers with whom they do business. With that in mind, we joined BuildPerks to thank our customers for their business and loyalty. Not only does BuildPerks provide us with the opportunity to reward our current customers, it also gives us a competitive edge in acquiring new business. BuildPerks is a powerful sales tool – we’ve secured four new customers in the past few weeks!”

Johnette JeffcoatArea Sales ManagerBoral Building Products

“BuildPerks is the most effective incentive program in the industry and the model is proven. BuildPerks provides us with a platform to demonstrate our appreciation to our customers with meaningful rewards. There are many benefits for BuildPerks Sponsors. The program is simple to administer and the BuildPerks teams acts as an extension of our sales force by providing market intelligence, exposure among our best potential customers and business development services. I highly recommend BuildPerks to suppliers who seriously want to grow their market share.”

Jerry McGrathRegional Vice President2-10 Home Buyers Warranty

BuildPerks Sponsors Share Their Success Stories

http://2-10.com/



is the nation’s premier customer rewards program designed exclusively for the home building industry. Our marketing incentive model is proven to increase profits.

Participating suppliers will:• Retain Desirable/Valuable Customers• Increase Incremental Sales• Improve Accounts Receivables• Acquire New Business

= Higher Profit Margins + Customer Loyalty!

Join BuildPerks today!

Product Categories are Limited! Contact BuildPerks to Reserve Your Space Today!

BuildPerks Track Record was established by a Minneapolis-based full service incentive company that has successfully operated a home building performance incentive program for more than 25 years. This program now has 150 Suppliers and over 2,500 active Members participating.

During this period Members have redeemed their Points for over $10,000,000.00 of merchandise and travel options and 5,390 have participated in the yearly Grand Destination trips (over $16,000,000.00).

BuildPerks is the nation’s premier customer rewards program designed exclusively for the home building industry. Our marketing incentive model is proven to increase profits.

Participating suppliers will:

Retain Desirable/Valuable Customers

Increase Incremental Sales

Improve Accounts Receivables

Acquire New Business

BuildPerks = Higher Profit Margins + Customer Loyalty!

Join BuildPerks today!

Product Categories are Limited! Contact Barry to Reserve Your Space Today!

Barry Cassell National Sales Director Direct (216) 346-3001Email [email protected]

BuildPerks Track Record BuildPerks was established by a Minneapolis-based full service incentive company that has successfully operated a home building performance incentive program for more than 25 years. This program now has 150 Suppliers and over 2,500 active Members participating.

During this period Members have redeemed their Points for over $10,000,000.00 of merchandise and travel options and 5,390 have participated in the yearly Grand Destination trips (over $16,000,000.00).

Sponsor Benefits

Barry Cassell National Sales DirectorDirect (216) 346-3001Email [email protected]

Connie Burney Business DevelopmentDirect (678) 776-1459Email [email protected]






We are much more than just a Termite & Pest Control Company.

✓Termite Treatments✓Guaranteed Quarterly Pest Control Service✓Wildlife Control & Exclusion Services✓Crawl Space Ventilation Systems✓Moisture Control/French Drains✓Treatment Options Available For Pet’s Pads

✓Mold Remediation✓Fire Ant Control✓Mosquito Reduction Services✓Termite Protection Tailored To Your Needs✓Termite Letters / Pre-Inspections✓Lawn Care Services

STEP ONE of Clark’s Protection Program is the Termidor®, liquid Termiticide. This layer eliminates the termite’s ground game. Clark’s applies a chemical barrier around and beneath the structure not detectable by the termite. They never really know what hit them.

Our liquid pesticide is environmentally safe.

STEP TWO of Clark’s Protection Program is the Bora-Care®, a liquid solution is applied to base-plates, studs and sheathing. This natural product diffuses and penetrates deep into wood fibers, serving as an insecticide, fungicide and herbicide. As the liquid dries, the borate coats the wood framing to help preserve the wood and prevent algae and wood-decaying fungi. A side benefit of using the natural borate salt is that it deters other household pests as well.

STEP THREE of Clark’s Protection Program is the Sentricon® Termite baiting system by Dow. This termite baiting system is installed around the outside perimeter of the home after the final grade. Termites carry the bait back to the colony, like a toxic torte, so all the other termites pass it to other members of the colony, eventually eliminating the colony; queen and all.

Borate wood treatment

Baiting system

ONE

TWO

THREE

Liquid soil treatment

New Construction Pre-Treatment Program.

Treat your home

the Clark’s way

Clark’s Protection Program is the most comprehensive in the industry.

This is how we treat our personal homes! Our complete process combines three essential steps needed for total protection of your home! And our program is a “green”, eco-friendly treatment system.

Clark’s has also been part of the Builders’ Association for over 30 years, and has served on local and national boards.

• Experience….providing pretreat services since 1963.• Treatments tailored to your needs.• Backed by Manufacturer’s 30 Year Warranty.• Three layers of defense for complete coverage.• Lifetime renewable Clark’s Damage Protection Guarantee!

It’s Smart & Simple to protect your construction with Clark’s.

The professionals at Clark’s know how important it is to protect your new construction from subterranean termites, protect your bottom line by avoiding unnecessary

delays or expenses and protect your reputation by delivering quality results to your customers.

Clark's Termite & Pest Control has been serving the community since 1963. Since then we have grown rapidly while expanding our services along the way. We’ve identi�ed

and developed the expertise in key service areas with a goal of providing peace of mind to customers regarding the health of their homes and families.


http://herbicide.as/


www.clarkspest.comSmart & Simple Clark’s Triple Protection Program Bo

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I am frequently asked how I treat my own property. My answer? The Clark’s Way! In fact, my father

and I have remodeled and added onto our homes within the last 8 years and have both treated The

Clark’s Way. It is important to understand that no singular termite treatment is guaranteed to protect a

structure from termites. For example, Liquid and soil treatment barriers can be disturbed by planting

flowers, excessive moisture conditions and surface water runoff/washing. Borate treatments are not

always solely reliable because termites can often find their way around borate treated wood. Because of

these uncertainties, termite bonds are available which include annual inspections that aid in identifying

potential problems early to prevent termite damage.

The Clark’s Way includes a combination of three perimeter defenses. If you are one of our builder

partners, you are already familiar with our 2 types of soil treatments, which include Premise Pre-

Construction offered by Bayer Crop Sciences and Termidor by BASF. We also offer borate treatments

which employ Bora-Care, a product by Nisus Corporation. The final treatment option included in the

Clark’s Way is the Sentricon Termite Baiting System by Dow Chemical Co. Borate wood and liquid

treatments occur during the critical path of the building process whereas the Sentricon termite baiting

system is installed at the very end of the building process, after final grade and landscaping. Each of

these treatment options pose differing strengths and weaknesses but together they are highly effective.

Purchasing a home is one of the largest investments that someone will make in their lifetime. As a

builder, you have the opportunity to protect that investment. The Clark’s Way is the most affordable

way to protect a home. The initial cost is approximately $350 per pretreat, which is less than 2/1000 of

a percent of the price of a home. After the home is pretreated, the customer is provided with the best

protection available as well as the option of selecting a renewal that is most effective for their budget and

damage protection needs.

As an extra precaution, you could consider our mold treatment. Mold and its potential liability is one of

the biggest threats to a homebuilder. Clark’s Mold treatment is applied in conjunction with other

best practice moisture control solutions, including vapor barriers and ventilation systems. The

entire structure can be treated to protect the home through an extended warranty. This treatment was also

applied at my home to protect areas that are highly conducive to mold growth.

I hope you will consider employing the Clark’s Way in order to protect one of your customers’ most

important investments. I hold the protection of my home to a high standard and the Clark’s Way not only

meets my expectations, but surpasses them.

-David Clark

CEO of Clark’s Termite & Pest Control

Moldtreatment

Now Awarding BuildPerks PerkPoints

Add Mold Preventitive Treatment and Clark’s will include your Borate Treatment FREE!Mold and its potential liability is one of the big threats to homebuilders. Clark’s treatment and warranty program is designed to shift the burden of Liability to the homeowner and or Clark’s.

Clark's Mold treatment is applied using Bora-Care with Mold-Care. With this coating along the home's frame, the wood tolerance for moisture is raised thereby protecting the wood from mold and wood surface fungi. The Clark's Mold treatment, combined with a proper vapor barrier and ventilation, allows us to offer your customers a 25 year warranty against any mold growth in the crawlspace. Whole house treatments are available for added protection.

Be sure to ask about our Moldtreatmant options, because Mold doesn’t just threaten homes. It’s threatening homebuilders.

Moldtreatment

Now Awarding BuildPerks PerkPoints

Add Mold Preventitive Treatment and Clark’s will include your Borate Treatment FREE!Mold and its potential liability is one of the big threats to homebuilders. Clark’s treatment and warranty program is designed to shift the burden of Liability to the homeowner and or Clark’s.

Clark's Mold treatment is applied using Bora-Care with Mold-Care. With this coating along the home's frame, the wood tolerance for moisture is raised thereby protecting the wood from mold and wood surface fungi. The Clark's Mold treatment, combined with a proper vapor barrier and ventilation, allows us to offer your customers a 25 year warranty against any mold growth in the crawlspace. Whole house treatments are available for added protection.

Be sure to ask about our Moldtreatmant options, because Mold doesn’t just threaten homes. It’s threatening homebuilders.

• Foundations/Poured Walls contact Scotty Tisdal at (803) 513-0069• Termite Pre-treatments contact Brandon Jeffcoat at (803) 600-6796• Waterproofing/Moisture Protection contact Ralph Shuler at (803) 513-2513

Contact Clark’s Termitte & Pest Control Today!


http://www.clarkspest.com/


As a family and locally owned company, Executive Construction Homes has focused on building homes with superior quality and enduring value since 1989. Owners Eddie and Shanna Yandle are committed to making their community a better place for everyone.“Keeping our economy strong begins at home,” Eddie Yandle says. Recently Yandle and his son, Dawson, visited Sen. Tim Scott in Washington to discuss issues in the housing industry. Yandle has been in the building industry his entire life. In 2014, he was named the Byron Crossthwaite Builder Member of the Year by the Home Builders Association of Greater Columbia. Yandle also received the Best of Houzz Award for Customer Satisfaction from Houzz, the leading online platform for home remodeling and design. Ranking in the top 10 builders category in the Columbia housing market for the past three years, Yandle

Executive Construction HomesCreating Dream Homes With Expertise and Care



serves on the Building Industry Association of Columbia’s board as Vice President and is also the District 2 vice president of the Home Builders Association of South Carolina. Yandle started his career working with his father, George “Butch” Yandle, in the underground utilities business. Gaining expertise in the building process, Yandle built his first personal home in 1989. Eddie and his wife, Shanna, quickly started Executive Construction Homes. Executive Construction Homes builds in Columbia, Elgin, Lexington, Lugoff, Lake Murray and Irmo. The firm has built more than 650 homes in the area and was one of the first to bring multi-generation floor plans to the Midlands. In the 2014 Parade of Homes, Executive Construction Homes won the Critics’ Choice Awards and the People’s Choice Awards for their Shandon Plan, offered in The Villas at Woodcreek Farms and on your own land.Eddie Yandle has completed continuing education and training to become a Certified Master Builder of South Carolina and a Certified Green Professional. In 2015, Yandle launched his first Energy Star Certified home, the highest energy rating.Always a major contributor to the community, the Yandles support Camp Kemo, Wounded Warrior Project, Special Olympics, South Carolina Junior Golf Dream and Pawmetto Lifeline, as well as many other charitable organizations. Executive Construction Homes is excited to be a member of BuildPerks, and looks forward to utilizing more BuildPerks Sponsors in future building projects.With a growing staff, Executive Construction Homes will keep meeting the demand for affordable and custom homes in the Columbia real estate market for many years to come.



Home Comfort for Life

HONESTY-INTEGRITY-EXCELLENT SERVICE

Blue Horizon Air Conditioning and Heating was built on a foundation of honesty, integrity and providing the best customer service possible. That means being available to our customers 24 hours a day, seven days a week. With a specialty in New Residential Construction and Remodeling, we offer competitive pricing, excellent service, onsite supervision, uniformed employees and vehicles proudly displayed with our logo. Blue Horizon’s priority has always been customers and we strive to keep them for life.

BHCool.com678-279-2244

Serving Professional Home Builders & Remodelers for over 15 years!

Awarding PerkPoints in the Following Categories: • Columbia Market for HVAC • Greenville Market for HVAC, Drywall and Paint

Serving the Greenville & Columbia Markets.

http://www.bhcool.com/



Industry Events

The HBASC State Convention is Changing Seasons!The Renaissance Asheville Hotel

Asheville, NCOctober 23-25, 2015

• Master Builder Approved Educational Opportunities Including a Review of the 2015 IRC and Modifications

• Tour of Highland Brewery• College Football Tailgating Party and Games

(Clemson v. Miami )• Pinnacle Awards Ceremony• Pitch for PAC Washer Tournament Championship• Downtown Asheville Shopping Excursions• How to Cash-In on the New Wave of Capital

For more information contact Mark Nix at

(803) 771-7408 or via email at [email protected] or

online at www.hbaofsc.com

How to Cash-In on the New Wave of CapitalThere are recent indications of improving access to acquisition, development and residential construction (AD&C) financing as traditional lenders return to the market and new options for capital emerge - particularly for small to mid-sized home builders. However, the housing crisis fundamentally changed the world of finance. Getting money today involves new rules, requirements and documentation. During this session, you will hear directly from both debt lenders and equity investors regarding the new financing landscape and options that exist, and what they now look for from builders seeking capital. You’ll learn how to present yourself, your company and your project, and get practical advice on negotiating terms. Fellow builders will share their experiences securing alternative financing, and you’ll even have an opportunity to “meet the money” as representatives from a variety of capital sources will be on hand ready to talk one-on-one about financing options for your business.

For more information on all BIA of Central South Carolina events, visit their website at www.BIAofCentralSC.com or call (803) 256-6238 BIA of Central South Carolina - General Membership Meeting When: Thursday, August 27, 2015, 11:30 AM - 1:00 PMLocation/Venue: Seawell’s The Columbia Metropolitan Magazine will reveal the winners of the 14th annual Columbia Remodelers Awards (CRAs) and the special guest speaker is the honorable Tim Scott, United States Senator.

BIA of Central South Carolina - Remodelers Council Quarterly Meeting When: Tuesday, August 25, 2015, 5:30 PM - 8:00 PM Location/Venue: Seawell’s Members of the Remodelers Council are invited to our third Quarterly Meeting of 2015. We’ll meet at Seawell’s for drinks and dinner and two speakers. No charge for council members to attend with RSVP. ($25 without RSVP) • $25 for guests.

BIA of Central South Carolina - WOTUS: What you Need To Know Workshop When: Thursday, August 27, 2015, 1:15 PM - 2:30 PM Location/Venue: Seawell’s Free to BIA Members; $55 per person for non-members

Home Builders Association of Greenville - Southern Home & Garden ShowWhen: September 18-20, 2015Location/Venue: TD Convention CenterSign up today for the Southern Home & Garden Show. Featuring 100,000+ square feet of exhibits, the Home & Garden Show is South Carolina’s BIGGEST home and garden event.Show Days and Hours:Friday, September 18, 10:00am-7:00pmSaturday, September 19, 10:00am-7:00pmSunday, September 20, 12:00pm-5:00pmAdmission: Adults $7.00, Seniors (55+) $5.00, Children Under 12 Free

SMC of the Upstate Panel Event- Constructing the Realtor/ Builder relationship When: Thursday, September 03, 8:30 AM - 10:00 AM Location/Venue: Jeff Lynch Appliance & T.V. Center Find out how to build your business and earn more in new construction. Learn the secrets of creating lasting relationships with Builder, Remodeler, and Sales Agent partners. For more information or to register for HBA of Greenville events visit their website at www.hbaofgreenville.com or call (864) 254-0133.

International Builders Show UpdateThe 2016 International Builders Show (IBS) will be held January 19-21 in Las Vegas.To stay informed on future updates, read your Builders Club Rewards newspaper and you can also sign up for electronic updates at www.buildershow.com . Online registration opens on September 1st.Join the fun and play in the

Home Builders Association of Oconee - Golf TournamentWhen: Friday, September 11, 2015 at 11:00 AMLocation/Venue: At Cross CreekLunch & Check-in 11:00 a.m. - 12:00 p.m.$400 per team or $100 per person (Includes Red Tee, Mulligan, Paint Stick)

BIA of Central South Carolina - Sumter Clarendon Chapter Golf Tournament When: Monday, October 19, 2015Location/Venue: Beech Creek Golf ClubBIA Members from Sumter and Clarendon Counties and their guests are invited for a day of golf. Space is limited to the first 32 teams! Each foursome is $300 ($75/person) and includes greens fees, cart, door prizes, drinks and dinner after the golfing is done. Questions? Call Nelle Tomlinson at (803) 775-6800 or Ruth Ellen Hardee at (803) 256-6238

http://www.hbaofsc.com/


http://www.biaofcentralsc.com/

http://hbaofgreenville.com/

http://www.buildershow.com/


Sponsor News

Builders Night with the Blowfish!To celebrate a successful Membership Blitz, 65 new and current members of the BIA of Central South Carolina attended the June 23rd Lexington County Baseball Game. New members and their Sponsors enjoyed VIP treatment as they watched the Lexington County Blowfish defeat the Florence RedWolves 1-0.

Congratulations to the BIA on recruiting 24 new members during the Membership Blitz and to Jenny Nettles (LCB Construction) who was the top recruiter!

It was a family affair for Top Recruiter, Jenny Nettles posing with her father, Jim Gerben and

sons Maddox and Trace.BIA kids threw out the first pitch for the game.

For builders in the Columbia and Greenville markets, there is another benefit to joining and renewing your BIA membership.BuildPerk Sponsor, the BIA of Central South Carolina award PerkPoints:New Builder Members – Earn 200 PerkPoints Current Builder Members – Earn 100 PerkPoints by renewing during your anniversary month

Top 6 Reasons Why Builders Use 2-10 Home Buyers Warranty®

What value does a structural warranty bring to a home builder? BuildPerks Sponsor, 2-10 Home Buyers Warranty®, analyzed their builder member data to help answer that question. Here are the top six reasons as to why builders use the 2-10 Home Buyers Warranty® structural warranty.

1. Home Buyer Requests – 28 Percent Builders want to satisfy their home buyer’s request for a structural warranty from a third party.

2. Risk Management – 26 Percent Builders want to reduce their liability on the homes they build.

3. Government Loans (FHA/ VA/ USDA/ RD) – 17 Percent Builders need to satisfy lender requirements for a HUD-approved warranty on a government loan.

4. Marketing – 13 Percent Builders want to differentiate their homes from the competition and provide an additional benefit to help sell their homes faster.

5. State Requirements – 9 Percent Builders need to satisfy state requirements for HUD-approved housing.

6. Insurance Requirements – 7 Percent Builders need to satisfy General Liability Insurance requirements to obtain insurance policies.

Source: 2014 2-10 Home Buyers Warranty data.

And….don’t forget, reason #7…..2-10 Home Buyers Warranty is the only warranty company awarding PerkPoints to their builder customers!

BuildPerks Sponsor, GBS Building Supply, Named to the ProSales Top 100GBS Building Supply, recognized as one of the fastest growing companies in South Carolina, ranked number 85 on the prestigious ProSales Top 100 List. The ProSales 100, produced by Hanley Wood’s ProSales magazine, is America’s premier report covering those construction supply companies that garner at least 35% of their revenues from professional builders.

Congratulations to the GBS Building Supply Team!

http://www.columbiabuilders.com/index.html#bf_miniCal_128



Sponsor News

It’s A Boy!Congratulations to BuildPerks Sponsor, Anne Derbyshire (2-10 Home Buyers Warranty) who are expecting their first child, a boy, due in January!!

Everyone at BuildPerks looks forward to meeting the little guy!

Jesse & Anne Derbyshire

On the Road Again….BIA of Central SC Bus Trip is a SuccessTwenty-eight members of the Building Industry Association of Central South Carolina visited Washington DC in June to discuss housing issues with Senators Lindsey Graham (R) and Tim Scott (R) as well as Representatives James Clyburn (D), Mick Mulvaney (R) and Joe Wilson (R).

It was a family visit for some. “We encourage members to bring their children,” and get a firsthand look at the political process when they make their annual trek, said the BIA of Central South Carolina’s Executive Officer, Earl McLeod.

Members took the opportunity to present the home builders’ point of view on the new HUD closing rules, definitions for “waters of the United States,” the president’s Executive Order on development in the floodplain, and the Lead: Renovation, Repair and Painting rule.

BuildPerks Sponsor, Clark’s Termite & Pest Control was one of several companies supporting the Bus Trip through a sponsorship.

Bus Trip Co-Chairs Jennifer Harding (Russell Jeffcoat) & Eddie Yandle (Executive Construction) Ready to Hit the Road!BIA members discuss housing issues with Senator Lindsey Graham (R).

BIA members pose with Senator Tim Scott (R).



Industry NewsGabriel Builders wins Best of the UpstateCongratulations to Gus and Belinda Rubio of Gabriel Builders who won the 2015 Best of the Upstate award in the Home Builder category. The awards are presented by The Greenville Times. “Gus and I were merely there to accept this award but it’s all of you that work so hard and diligently to put us in this position. We sincerely appreciate everything you do to make Gabriel Builders special. We feel very blessed that you all chose to work with us! We also have incredible customers that we love very much” commented Belinda.

Gabriel Builders was also honored as the Custom Home Builder of the Year by the National Association of Home Builders (NAHB) Custom Home Builders Committee.

Congratulations Belinda & Gus!

Schumacher Homes Opens Model Home & Design Studio in Charleston On June 19th, BuildPerks enjoyed attending the Grand Opening of Schumacher Homes’ model home and design center located at 271 Treeland Drive in Ladsen. Two Schumacher custom homes are on display in addition to an expansive design studio where home buyers will be able to select countertops to flooring and everything in between!

Schumacher Homes, based in Canton, Ohio, has operations in 32 markets in 14 states across the country. For more information, visit www.schumacherhomes.com.

BuildPerks’ Barry Cassell and longtime friend, Rich Smothers, Carolina Regional Manager of

Schumacher Homes enjoy visiting at the Grand Opening event.

Nicole and Paul Schumacher, pictured with their son, Paul Jr., enjoy the

Grand Opening festivities.

The Abigail A, provides 3,420 square feet of space with 5 bedrooms including a first-floor master suite, 3.5 baths, and 3 car garage. The open floor plan boasts a great room with wood beam detail, a large kitchen with a party starter island, an

oversize second-story loft and a walk-in pantry/laundry room combination.

The Heritage D, a 2,163 square-foot home featuring a split-bedroom design, open floor plan, with 3 bedrooms, two baths, a large kitchen with a party starter island, custom wood ceiling treatments, wood floors, custom ceiling beams and a great room with an entertainment center.

The Schumacher team was all smiles at the Ribbon Cutting Ceremony!Congratulations to Schumacher Homes!


http://www.schumacherhomes.com/


Barry Cassell thinking, “Thank You Lynn for carrying me and pulling out

a Win!!!”

Congratulations to the winning teams! Barry Cassell (BuildPerks), Lynn Hawley (BIA of Central SC) Pitch 4 PAC Sponsor Craig Doehner (Norbord), Jessie Bowen and

BuildPerks Sponsor Brandon Jeffcoat (Clark’s Termite & Pest Control).

Teams discuss ‘strategy’ while enjoying a delicious BBQ dinner.Bill Ellison (Paul Davis Restoration) examines Chuck Grimsley’s

(Grimsley Builders) ‘Tossing Technique).

BuildPerks Sponsor Brandon Jeffcoat Sweeps ‘Pitch 4 PAC’!The highlight of the July 28th BIA of Central South Carolina’s Remodelers After Hours was without a doubt the ‘Pitch 4 PAC’ Washers Tournament sponsored by Norbord! The competition was fierce as 8 teams vied for great prizes, bragging rights to the local title and a position in the State Championship that will be held during the HBA of South Carolina’s annual convention in Asheville. Proceeds from the event benefitted the South Carolina Builders Political Action Committee (PAC).

It was a battle to the bitter end as Barry Cassell (BuildPerks) and Lynn Hawley (BIA of Central South Carolina) opposed BuildPerks Sponsor Brandon Jeffcoat (Clark’s Termite & Pest Control) and his partner Jessie Bowen in the final round.

Congratulations to Brandon and Jessie on a commanding win and to Barry and Lynn for taking second place.

Industry Events21st Century Building Expo & Conference Charlotte Convention CenterSeptember 15 – 17, 2015 • Charlotte Convention CenterProduced by the Home Builders Association of North Carolina, the 21CBEC is the premier tradeshow and educational event for the home building industry in the Southeast. Builders, remodelers, trade contractors, real estate agents, land developers and other industry professionals are invited to attend.

For information on exhibiting your products and services for the home building industry, please contact Tracie Garrett at [email protected] or 1-800-662-7129.

For general questions about the 21st Century Building Expo & Conference, please contact Heather Massengill at [email protected].





GREENVILLE1899 S Highway 14

Greer, SC 29650864-986-0401COLUMBIA

2048 Industrial BlvdLexington, SC 29072

803-356-4727www.atlantaglassandmirror.com

Atlanta Glass & Mirror, Inc.

Atlanta Glass & Mirror, Inc. is a full-service provider of mirrors, shower doors, and frameless glass. There is also an extensive inventory of ventilated shelving, door locks, bath hardware, vinyl and wood exterior shutters, closet systems, and other accessories for the home.

Atlanta Glass & Mirror, Inc.A Construction Resources, Inc. Company

Providing mirrors, frameless shower glass doors & custom closet systems from South Carolina to the Florida Panhandle and a preferred Rubber-maid vendor, AGM’s quality cannot be surpassed.

http://www.atlantaglassandmirror.com/



Top 25 Members

Aiken/Augusta

Congratulations to this month’s Top Members.

Charleston

Columbia

Greenville

1.2.

3.

4.

5.

6.

7.

8.

9.

10.

11.

12.13.14.15.16.17.18.

19.20.21.22.23.24.25.

1.2.

3.

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6.

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11.

12.13.14.15.16.17.18.

19.20.21.22.23.24.25.

1.2.

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6.

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8.

9.

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12.13.14.15.16.17.18.

19.20.21.22.23.24.25.

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10.

11.

12.13.14.15.16.17.18.

19.20.21.22.23.24.25.

John C Weaver Homebldr

Donnie Shaffer Homes

Ivey Residential

Forest Mckie

Designer Builders

Pierwood Construction Co

Collier Construction

Kisner Construction

Greystone Construction Services

R T Bailey Construction

Blackston Custom HomesHudson Construction ServicesCaldwell Design & ConstructionIDK HomesErnie Blackburn Home Builders P D H BuildersR Lewis Construction

Bartley HomesMast Construction CoPark Ridge BuildersJ Lovett Homes and Construction Wolf ConstructionChristian Wahl Custom HomesSoutheastern Family Homes

Flagship Construction

Synergy Homes of Ga

Village Park Homes

Sabal Homes

Blythe Building Company

New Leaf Builders

Hunter Quinn Homes

PCH

Brock Built of South Carolina

Port City Homes

Sterling Homes of SCSchumacher Homes of South CarolinaJMH @ WescottCatalyst BuildersShoreline Construction & DevelopmentTroy ConsultingLowcountry Residential Builders

Landmark 24 Homes of SCLevel Carolina HomesPine Island FundingD.R. Horton Homes - CharlestonSands Building GroupSynergy Homes Of South CarolinaLowcountry Premiere Custom Homes

Capogrossi Construction

Mungo Homes

Executive Construction

Madison Homebuilders

Capitol City Homes

Lee Builders

JD McCain Custom Homes

Rico Decorative & Stamped Concrete

Chapin Concrete Contractors

Carolina Concrete

Avant-Garde BuildersMain Street CommunitiesLady Street BuildersLifestone HomesYoung Contracting & DevelopmentHall HomesJewell Builders of Lexington

Front Door CommunitiesRyan HomesCeltic WorksArmstrong ContractorsMetcon ConsturctionPerry Bumgarner ConstructionOellerich Construction Company

Ark Development Of NC

Gabriel Builders

Alt Homes

Goodwin Foust Custom Homes

Construction Specialties & Design

Stevens Home Contracting

PP Construction

Sadler Co

Resort Custom Homes

Walnut Cove Builders

Ben ConstructionDon Mintz BuildersWindstone PropertiesRonald Van PeltJ Francis BuildersKelly Construction Co of GreenvilleWindor Aughtry Company

Sovereign PropertiesPeery Construction CompanyGalt InnovationsOsada ConstructionT&M PropertiesLauren Homes of South CarolinaSmith and Webb

North Star Homebuilders

North Star Homebuilders LLC

Crescent Homes SC

Essex Homes Southeast

Quinn Satterfield



Best Practices

Build Your Team to Peak Performance: Become the Employer of Choice

For more than 45 years, Charles C. Shinn, Jr., PhD, has been dedicated to improving the management standards and profitability of the homebuilding industry. He inspires hundreds of builders each year through his frequent speaking engagements and educational seminars. Chuck’s cutting edge knowledge and teaching methods have allowed many of the leading regional home builders to improve their systems, and thus significantly increase their bottom line. Chuck Shinn holds a BA in Economics, and an MBA and PhD in Business Administration from the College of Business Administration at American University in Washington, DC.

Shinn who is often referred to as the Profit Doctor, aims to help increase the professionalism and management standards of the homebuilding industry. Through a variety of services, Shinn’s focus is to help builders improve performance of and maximize total profits. Our Builder of Choice™ curriculum focuses on enhancing management techniques to increase profitability, assist with controlled growth in challenging market conditions, and establish construction and operational controls.

For more information, contact Builder Partnerships at 303-972-7666 or visit their website at www.builderpartnerships.com

By Charles C. Shinn, Jr., PhD., Builder PartnershipsThe economy is improving, and companies are hiring again. According to a study done by Sageworks published in Forbes magazine (here), five of the 10 fastest growing industries in small business are tied to construction. Construction spending has been climbing this year, and unemployment in the sector is so low (lowest level since 2006) that wage pressure and labor shortages are growing. Privately held businesses in residential building construction have grown 12.8% over last year, notably faster than the 8.5% average for all small businesses.

This is good and bad news? More jobs equals more income, which I hope will result in more home sales. However, if you look at the impact on your company, the more jobs that are available, the more demand there is for quality labor. That means it is becoming more difficult to keep high-quality staff committed to your company and the pool of available high-quality workers in the industry is lacking at best.

If you pick up any trade publication, you will notice that the biggest concern for builders right now is the ability to find quality staff and trade contractors. Builders are worried about construction schedule delays and low quality work on their jobs. It is tough finding ANY workers, much less experienced staff, since many people left the industry during the downturn (Wall Street Journal). However, high-quality workers are out there AND, I would argue, if you look for quality, demand it and provide a desirable work environment, you will have no shortage of quality workers wanting to work for your business.

But, how does one do that? Become an Employer of Choice in your local market.

What is the Employer of Choice?An Employer of Choice is a company that creates a work environment that draws quality and experienced people and remains committed to providing employees with an environment where they feel valued and challenged. You, as a company, cannot give yourself this designation. It is an honor bestowed on the company by its employees. You must EARN it.

You must manage your company to create and maintain an environment that will allow employees to accomplish their work efficiently and effectively. Your company must be consistent, reliable and predictable as far as employees are concerned, and you must instill discipline. Each team member needs to understand his or her value and his or her interdependency.

Many companies believe that offering high salaries will draw quality staff. While pay is an important component, employees highlight many different motivators that keep them engaged and committed to their jobs. Just take a look at this article on LinkedIn. (Here.) Nowhere does it reference high pay.

Characteristics of an Employer of Choice

As an Employer of Choice, your company should have unity of purpose with a clear mission statement that is reinforced within every department and with every action. There should be standard processes and procedures in place so that there is no chaos or confusion on how work gets done. Employees should understand their jobs, feel appreciated and valued, encouraged to provide feedback and have ownership over their specific job functions. They need to understand how their work impacts the company as a whole: who are their internal customers, how does their work impact the overall bottom line, how does it impact the customers.

Poor systems account of 85% of all underperformance. The people doing the work know their systems and procedures the best. If you provide job ownership then allow people to talk about and correct inefficiencies, you will find that employees are much more engaged. That will result in more effort and higher quality performance overall. This can translate to more streamlined systems or even more points to your bottom line.

An Employer of choice• Has a well managed organization• Is a team builder• Is a motivator• Is a leader• Is a great communicator• Is an organizer

Work to instill these traits within your own organization and you will see a much more committed workforce.

Now, Build the TeamAs a manager, your goal is to create and maintain an environment in which people can accomplish clear goals efficiently and effectively. Employees need to feel like they are a part of a larger organization and that their contributions matter. Identify clear roles for each of your employees, and build a solid team around specific goals and objectives. Once you have established a common goal, help each member understand how he or she plays a part in achieving the goal. Work to understand each team member’s individual goals as they relate to their role in the group, his or her job function, his or her career and the company as a whole. Provide training and team-building activities to help the group function as a unit. This helps increase morale, trust, cohesiveness, communication and productivity.

Reap the Benefits / ResultsBecoming an Employer of Choice in your market is a lot of work. But I would argue that it is worth it. Not only will it impact the quality of people drawn to your organization, but it will also have a direct impact on your bottom line. Many of the characteristics outlined above are the same characteristics you find in high-profit organizations. A short list of the benefits you will find include:• Better overall performance of your teams• Less management effort• Higher morale• Less staff turnover• Higher quality homes• Better pricing from trades and suppliers• Higher quality employees• Higher quality trade partners• More options• Fewer delays• On-time deliveries• And, ultimately, higher profits.

http://www.builderpartnerships.com/


Homeowner Guide:How Do You Get Customers to Read It?They won’t read it, any more than any of us read a dictionary. Think of the homeowner guide as a reference, like the dictionary: a place to find answers. The secret to success with a homeowner guide is to establish its authority just as society established the authority of the dictionary in all of our minds—we all saw many other people, over time, use the dictionary and follow what it says. Integrate your guide throughout the process in the same way, let customers see frontline personnel use it and follow it. Suggestions on how to accomplish this acceptance are listed below.

ReadAsk all staff to read it—even the receptionist, accounts payable staff, and the payroll administrator. Everyone. Let them know this living document is subject to revision and updating. Therefore, each staff member should create a “Homeowner Guide Revisions” file and make note of their ideas for future updates.

MarkAs they read or work with the guide, front line personnel in particular will benefit greatly from marking their copies. Highlight key points to show buyers, add paper clips or sticky notes to pages so they can quickly and easily locate what they need to share with customers. Staff copies should look used.

DisplayOnce company personnel are familiar with the guide, the next step is to help buyers become familiar with it. Begin by displaying your guide at your sales and selection centers; place a copy on the kitchen counter in inventory homes.

MentionTalk about the guide routinely in the sales presentation. This first mention should be casual and brief. “When you buy one of our homes, you’ll receive a copy of our homeowner guide. You’re welcome to look through the display copy if you like.” (Have loaner copies on hand for serious prospects who ask to take one home.)

DeliverAt the contract signing, deliver the buyers’ copy. The most effective guides help buyers throughout the process by presenting routine information in a concise and well-organized format. Buyers derive a sense of the home buying process being under control when they can see what’s coming up next. They are also impressed with the professionalism of the builder.

ReviewGo over the guide briefly at delivery and point out the overall organization and topics covered. Bulleted summaries at the start of each section make this easy. The preview should take 3 to 5 minutes. This is also the time to recommend the following points to buyers:• Read through maintenance information prior to making

selections. Understanding maintenance tasks involved

with various features and finish materials may influence their choices.

• Bring the guide to all scheduled meetings— we’ll be referring to it and adding paperwork.

• Store documents and even color samples in it for convenient reference.

AcknowledgeAs part of this delivery, ask that buyers acknowledge receipt of the guide. It can be mentioned in the contract and listed on the buyers’ contract agenda. Some builders include a clause that allows the buyers to cancel the contract within 72 hours if they object to anything in the documents. Such a clause makes people realize the importance of this material. You will rarely lose a buyer, and if you do, that loss is probably for the best.

AssignThe salesperson should suggest to buyers that reading the first few sections (finance and selections) will help them navigate the initial steps in the process.

RemindAsk buyers whether they have had a chance to read their guide and whether they have any questions about it. Let them know prior to each meeting (when setting the appointment) that “details about this meeting and a copy of the agenda we will cover can be found on pages <x> in your homeowner guide.”

ReferWhen questions do come up, refer to the guide for an answer. “I believe that’s covered in our guide. Let me look it up for you. Well, here on page 18 it says . . . so that would mean we will . . . .” You are showing buyers by your example that the answers they need are in the guide.

DiscussInclude one of more references to the guide in every routine meeting. At the frame tour, open it to the page describing that meeting and say, “We’ve come about half way through this process; here’s where we are today, doing your frame tour.” At the end of each meeting, open the guide and show buyers where they can find information about the next meeting. At the orientation, demonstrate how easily they can locate maintenance and warranty information. As the tour of the home progresses, mention several times that information presented is covered in writing in the guide for later reference—showing them the page.

CarryWhen buyers see the builder’s staff with their homeowner guides on their desks, in their vehicles, and under their arms,

the buyers realize this information gets used. Warranty reps can carry a copy to warranty inspections as a reference (tempered by common sense, of course).“I believe this item is discussed in our homeowner guide. Let’s look it up . . . Yes, right here the book says we will . . . and as a homeowner your maintenance on this item includes . . . .”

Because the book is doing the talking, the warranty rep does not appear to be making a personal choice.

QuoteIn extreme cases, quote the guide in follow up letters to homeowners and include a copy of the page to which you are referring with your letter.

FeedbackCustomer feedback can be an excellent source of ideas for future revisions. Asking customers to evaluate the book is another way to stimulate their interest in it, and such reviews often generate some great ideas.

ReviseAnnually, collect the notes from staff, comments from homeowners, and the trades. Update the contents to keep information current and accurate. Generally warranty leads this effort because it has the largest section of the book. However, all departments should update their own sections, and one person should edit the new material for consistency of style and friendly tone.

FileLabel each edition with the date you begin using it. Then file a master for future reference. As revised editions are completed in the future, repeat this step.

When companies complain that their customers pay no attention to the homeowner guide that is often a sign that the company is not using it effectively. When sales people hand the buyer the guide and say “This is important, you should read it” and nothing more happens, customer will follow the company’s example and pay no attention. When company personnel are seen using the guide, it becomes significant to buyers, too; they develop an interest in using it and even more important, a respect for what it says.

Carol Smith is recognized as the nation’s leading customer relations expert for home builders. During her 36 years of experience, she has performed over 700 buyer orientations, held the posts of superintendent, custom home sales manager, and vice president of customer relations. In 1986, Carol created Home Address, a newsletter devoted exclusively to home building service issues and she provides a variety of consulting services covering both service and human resources.

Carol has presented hundreds of educational programs to builders and associates throughout the country and abroad. She has authored several books and is an award winning columnist for CUSTOM HOME Magazine. In 1999 Carol founded Customer Relations Professionals (CRP), an international association with the goals of providing education and recognition to customer service professionals.

Carol Smith offers customer service assessment, consulting, and training for builders and remodelers. For more information, visit her website at www.cjsmithhomeaddress.com or contact Carol directly at 719.481.6247 or via email at [email protected]

Best Practices


http://cjsmithhomeaddress.com/


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Your local, full-service building supply store serving Upstate SC and Western NC.Complete Product Showrooms available in-store and online.

864.288.3627 • gbsbuilding.com BUILDINGSUPPLY

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