Business View Magazine - March 2016

48 Business View Magazine - April 2016 Business View Magazine - April 2016 49 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 duce the units that H&H has enjoyed over its history as the market has made its adjustments over the past two years and that the company now simply needs to grow within the markets where they have already es- tablished presence. “Every submarket has a little bit different dynamic,” Rostetter said. The company has a workforce of about 75, more than half of which is based in the corporate headquarters facility in Fayetteville. “Many of our team members live in the same neigh- borhoods as our customers and enjoy the same com- munity activities, amenities and friendships,” said Rostetter, who lives in an H&H Home. “I think the fact that so many employees choose to live in our commu-