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9780867186321

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"""Carol has done it again! Beyond Warranty: Building Your Referral Business is packed with real life examples of how to improve customer communication systems, drive referral business, and convert satisfied customers into your best salespeople. When every sale is precious, these concepts have never been timelier. I am one of her most passionate fans."" -- Bob Whitten, SMA Consulting, Orlando, Florida"

Carol has done it again! Beyond Warranty: Building Your Referral Business is packed with real life examples of how to improve customer communication systems, drive referral business, and convert satisfied customers into your best salespeople. When every sale is precious, these concepts have never been timelier. I am one of her most passionate fans. -- Bob Whitten, SMA Consulting, Orlando, Florida

Author Information

Carol Smith is a leading customer relations consultant in the home building industry with 29 years of experience in such positions as vice president of customer relations, orientation representative, construction superintendent, real estate broker, property manager, and mortgage officer. She publishes a bimonthly newsletter, Home Address. As the author of the highly successful Customer Service for Home Builders; Warranty Service for Home Builders; Meetings with Clients: A Self-Study Manual for a Builder's Frontline Personnel; Homeowner Manual: A Template for Home Builders, 2nd ed.; Dear Homeowner: A Book of Customer Service Letters; Customer Relations Handbook for Builders; and other products. Ms. Smith has been well-received at the International Builders' Show of the National Association of Home Builders, at state and local builders' association functions, and at meetings in Canada, Australia, and other countries. She has been married to a custom builder for nearly 17 tempestuous, exciting, wonderful years-most of them spent remodeling their home.

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