Business View - December 2014 51
nities is a continued testament to their belief in the
product we build.”
To build the very best home possible, the company
leans on its core processes to deliver superior prod-
uct and service. A core component of this process is
a 20-page H&H training manual called GEMS – Great
Expectation Management System that is given to
agents and buyers at the start of the closing process.
The manual was created to ensure that the buyer has
an exceptional home buying experience through every
step of the process.
“Customer service is part of our core culture,” Rostet-
ter said. “Every person on the H&H team is passionate
about our duty to make our houses and communities
into our customers’ homes.”
“One thing that we tell real estate agents that show
our properties is that if you bring your buyer to us we’ll
take care of them. (The GEMS manual) is designed to
walk the customer through the process in a fairly con-
cise and abbreviated way, so before they go to contract
they know all the steps that they’re going to encounter
when it comes to our sales and closing process.” Huff
added. “There’s a lot of stress and anxiety and that’s a
big piece of how we differentiate. We try to make sure
that we are there to proactively communicate with
them and are available to answer all their questions
and meet their needs.”
Heading forward, the corporate objectives is to contin-
ue expansion into new markets, while maintaining the
same exceptional value and commitment to customer
service that often falters during growth periods.
Rostetter said, “A “clear path” is visible to 1,000 new
homes per year as soon as 2017, as opposed to the
