New Horizon Builders, El Paso, Texas
Type of business: custom builder
Years in business: 17
Employees: 9
2006 volume: $6.5 million
2006 starts: 20
A building company's customer service program depends on continuity. Just one slip-up, and a homeowner's experience can turn sour. Ramon Garcia knows that—so, as the owner of New Horizon Builders, he tries to anticipate every last need of his customers. He takes them on a comprehensive walk-through upon completion of a project—not only to show them the house, but also to show them how it works. “It's more of a functional walk-through,” he says. “We're educating the homeowner on how the home operates and how to take care of it.” He shows the clients how to check for leaks, how to fix clogs in their garbage disposals, and how to maintain weatherstripping. Realtors sometimes attend a walk-through, too, just for the learning opportunity it provides. And should the owners forget what he's shown them, he gives them a clearly written, comprehensive “Caring for Your New Home” manual.
The rest of the company's customer service program displays an equally thorough thought process. A closing gift package given to all homeowners includes a mini-tool set, dishwasher soap, pens and notepads, and a restaurant gift card. “People moving in are juggling stuff—it's a stressful time for them,” says Anya Garcia-Krupski, Garcia's daughter and office manager. “We wanted to give them things that would actually be useful.” A newsletter contains home maintenance tips, energy-saving ideas, and landscaping advice. When a customer makes a request, company policy limits response time to three to five business days for change orders and one business day for warranty questions. The last thing Garcia wants is for his clients to feel neglected—and by paying careful and consistent attention to their needs, he makes sure they won't.
