Master Manuals goes digital with CD and online offerings

To meet the diverse needs of builders in the technology-rich marketplace, Master Manuals offers several electronic solutions that deliver our powerful content on CD and/or online.

Currently, builders have the option to provide their homeowners with Manufactured Products Warranty Manuals (MP) on CD or maintain a comprehensive document retention program online with Master Archives. Coming in March, the best practices and quality content of the Master Homeowner Maintenance Manual combined with the MP's vital warranty information will be available both on customized, builder-branded CD and online portal.

"It's not about books. It's not about CD or web-based technologies. It is about content. It is about information. And we are prepared to provide a superior brand of it to our builder customers in whatever delivery format they feel meets their needs and the needs of their customers," said Steve Fabry, Master Manuals CEO.

Picking up hammers for local Habitat for Humanity

For a business, December is a time for closing that last sale before the year ends and planning initiatives and budgets for the future, but one Escondido-based company, Master Manuals, is taking time out of its busy schedule to give back to the community.

More than half of the 56 employees of Master Manuals, a homeowner documentation firm, are volunteering their time during regular work hours to build seven new homes with Habitat for Humanity at a community development at 6th and Orange in Escondido.

"Businesses have a social responsibility to make their communities better," said Master Manuals CEO Steve Fabry.

Fabry to present to GHBA in April

Master Manuals CEO Steve Fabry will be presenting a special seminar on the values of compliance with Texas' TRCC regulations on April 12th at the Greater Houston Home Builders Association.

The two-hour presentation, Discovering the Silver Lining of TRCC Compliance will feature the expected benefits resulting from thorough compliance with scope and spirit of industry regulations. It concentrates on the risk management, cost containment and customer satisfaction rewards. The seminar is to be part of GHBA's continuing education program.

Another announcement with complete details including time and location will be made soon.

TIP: Perception is Reality

In the eyes of your customer, if they perceive they are receiving substandard service, then they are! It is common knowledge that a customer who receives superior customer service will tell 3 others, but a customer that perceives poor service will let up to 20 people know about their experience.

Therefore, every complaint is valid in the eyes of a customer. So as a customer, I want...

To be taken seriously	To be informed of the options	Friendliness
Competent, efficient service	Not to be passed around	Kept informed on progress
Anticipation of MY needs	To be listened to (and heard)	Follow-through
Explanations in MY terms	Dedicated attention	Honesty
Basic courtesies	Knowledgeable help	Empathy
Professionalism		Respect

BACK TO TOP

Risk management and customer satisfaction must co-exist

"Until now, many builders approach risk management and customer satisfaction as two diametrically opposed initiatives. However, to achieve unparalleled success, builders must find ways that not only reduce operating expenses through careful risk management but find ways to integrate a philosophy of customer-centric thinking that builds unique value and positive brand promotion."

This was the message that Steve Fabry delivered at the inaugural Builders Industry Expo in Myrtle Beach South Carolina on January 13th.

The session entitled To The Moon: Customer Satisfaction Programs that Build Repeat Business and Reduce Risk taught builders how customer satisfaction programs can positively impact risk management issues and generate greater repeat and referral sales.