When you hear a Carol Smith anecdote you think she has a microphone hidden in your office. When you see a form she developed or a letter she wrote, you wish she worked beside you. As you read one of her books, you know you’ve found a compatriot in the fight for business and customer loyalty.
Experience is a wonderful teacher and it is apparent from her first words that Carol Smith has experience–in warranty, construction, sales, and even mortgages. Her 40 years of working with customers are immediately apparent in her realistic and practical approach to customer relations. Having worked herself in each of these areas qualifies her to be recognized by four countries as the leading expert on customer service in the home building profession.
A much sought-after and revered speaker, Carol has presented hundreds of educational programs to builders and associates in the US, Canada, New Zealand, and Australia both privately and through their professional associations. She has been a featured speaker at the annual International Builders Show every year since 1986.
Over the years the National Association of Home Builders (U.S.) has published all of Carol’s books on customer service. Published by builderbooks.com in Washington D.C. the titles include--
Beyond Warranty: Building Your Referral Business
Customer Service for Home Builders (2nd edition)
Homeowner Manual Template (2nd edition)
Building Your Home: An Insider's Guide (2nd edition)
Meetings with Clients: A Self-Study Guide
Dear Homeowner: a Book of Customer Service Letters
Warranty Service for Home Builders (2nd edition)
Customer Relations Handbook for Builders, Volumes I & II
The Positive Walk Through
She’s also written hundreds of articles for industry periodicals and association publications including Custom Home Magazine, Builders Management Journal, Premier Homes, Building Homes and Profits, BUILDER, and Professional Builder magazines.Back to Speaker List