Shea Homes earns customer service champion recognition

by Sheri Troy on March 3, 2011

Robb Pigg

Robb Pigg, VP Operations

Doing what we do every day, always with an eye on what’s important to our customer has led to a recognition I’m very excited about. On February 17th, J.D. Power and Associates recognized 40 brands as Customer Service Champions. In my 26 years with Shea Homes, there have been some very rewarding moments, but this recognition is especially meaningful.

Based on approximately 1 million surveys across a landscape of 800 brands, J.D. Power has identified 40 Customer Service Champions. Shea Homes is the only homebuilder recognized. We’re honored to be one of an elite group of brands; companies like Southwest Airlines, The Ritz-Carlton, Cadillac, Lexus, Mercedes-Benz to name a few.

The basis on which J.D. Power and Associates evaluated our performance was on their Five Drivers of Excellence; people, presentation, price, product, and process. Shea Homes was one of only three companies that exceeded the Customer Service Champion average on four of the five drivers.

I’m struck by what this means. Every part of our company contributes to each of the drivers. It’s not just our Customer Service Department. This acknowledgement represents everyone’s effort!

This is not a recognition we sought. It’s not something you apply for. It’s not something a panel of judges decides. It’s the voice of the actual customer speaking about the experience they had when they visited a Shea Homes community, interacted with one of our sales team members, made a decision to buy a home and have it built for them. It’s the experience they had with our construction team, the designer in our Design Studio, the mortgage and escrow representative. It’s about how we did when we built and delivered their home. And finally, it’s how the home lived and performed in the time that followed their closing.

Being recognized as a Customer Service Champion is a compliment to the effort we make every day on behalf of our customers!

Robb Pigg – VP Operations

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{ 1 comment… read it below or add one }

Dan OBrien March 5, 2011 at 9:33 am

Service is delivered on a consistent basis when it is part of the cultural fabric of your organization. It’s taken for granted, like breathing. No expectations, just breathing. But then someone like JD Power takes notice and recognizes it as something special which gives you pause; Shea IS doing something special. I am thankful to be a part of it. A moment in my career of which I am most proud.

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