TIM O'BRIEN HOMES

摘要

To get the high marks that Tim O'Brien Homes earned for customer satisfaction, the 2017 NHQ. Silver Award winner had to deliver from contract through warranty. Doing so requires employees who are committed and engaged. The builder's Milwaukee and Madison, Wis., divisions received top scores from NHQ examiners for employee satisfaction and staff performance management. They also noted management's commitment to employee well-being and the company's low turnover. That's a credit to the career development and training that the semi-custom builder provides to back part of its mission statement: to exceed homebuyers' expectations by creating a customer-focused experience centered on a professional, honest, and responsive team. Part of that effort included launching a 13-week customer service training program last fall through Forrest Performance Group, a training company based in Fort Worth, Texas, with weekly training calls, video lessons, weekly assignments, and online journal entries. The benefits were realized within a year as the Milwaukee and Madison division's warranty experience scores, as rated by Avid Ratings, a customer experience firm, jumped from 79 percent and 57.5 percent, respectively, to 90 percent.