Service Certainty: The Secret to Customer Loyalty

If you're trying to decide whether to invest valuable time in reading further, let us make it simple:

1) If you want to use exaggerated or coerced ratings to create the illusion that your customers are delighted, this book isn't for you.
2) If you want to check "receive customer feedback" off of your to-do list, put this book down right now.
3) If you are looking for a band-aid to cover up poor culture or business practices, don't waste another minute.

If, on the other hand, you are ready to revolutionize your approach to customer service, you are in the right place. And if you want to create operational excellence verified through honest evaluations of your customer experiences, this book will change the very core of how you do business. If that's what you're looking for, by all means, read on.

Nobody raves about being mildly pleased or goes out of their way for a good meal. For a great meal though, people will drive across the country. This is the heart of service certainty: providing an experience so unique and unforgettable that customers feel personally connected to and invested in it. A homebuilder who successfully cultivates service certainty ends up with committed and deeply loyal buyers who naturally express that loyalty through high survey scores, positive customer reviews, and frequent referrals.

With a decade of coaching and speaking experience, Jason Forrest is a member of the acclaimed National Speakers Association’s Million Dollar Speakers Group (fewer than 200 people qualify) and The Entrepreneurs’ Organization (EO), Fort Worth Chapter. As a leading authority in culture change programs and an expert at creating high-performance sales cultures through complete training programs, Jason starts from the top down and incorporates experiential learning to increase sales, implement cultural accountability, and transform companies into sales organizations. FPG leads homebuilders to increase profitability by creating unleavable cultures, corporate athletes, and addicted, raving fans.

As Chief Culture Officer at FPG, Jason’s sales training philosophy comes from
the belief that even the best leaders need coaching and that true, sustainable change begins at the top, occurs from the inside out, and requires long-term coaching rather than short-term training. Jason focuses on coaching organizations to increase sales and retention rates through training focused on the whole system―from CEO and president to mailroom employees.

Jason’s competitive distinction is his behavior modification approach to training as applied to a variety of programs, education, and seminars, all aimed at dramatically increasing an organization’s success. He’s been praised by his clients―including leading homebuilders in the United States, Canada, Australia, and Mexico―for his ability to transform company cultures.

A regular contributor to national publications, Jason is also the author of Creating Urgency in a Non-Urgent Housing Market, 40-Day Sales Dare for New Home Sales, and Leadership Sales Coaching, which is the only book ever created that transforms managers into coaches. The book is listed on the Selling Power Best Books for Sales Success 2013 and was a finalist for both the Next Generation Indie Book Awards and the USA Best Book Awards.

Jason has spoken at industry events such as The International Builders’ Show, PCBC, The Sunbelt Builders Show, and several of the National Association of Home Builders’ (NAHB) Builder 20 Groups. He is also a member of NAHB and the Home Builders Association of Greater Dallas.

Jason was one of Training magazine’s Top Ten Young Trainers of 2012. He was selected from among 1,100 entries worldwide as the winner of a 2013 Gold Stevie® Award in the Sales Training Leader of the Year category. He also won the Gold Stevie® Award for Sales Training Program of the Year and in 2015 for Sales Coaching Program of the Year. In early 1992, Paul Cardis founded Avid Ratings, a research and consulting firm specializing in the homebuilding industry and was named a Top 50 Most Influential Technology Company by Constructech Magazine in 2014 and 2015. Since its inception, Avid Ratings has helped thousands of companies measure and improve customer loyalty, while connecting leading companies with consumers through Avid’s “100% Verified Ratings.” As the world’s largest provider of customer research and integrated marketing for the construction industry, Avid works with more than 2,300 homebuilders and hundreds of remodelers/contractors in the United States and Canada, receiving over 1,200,000 online visits from homebuyers to take surveys and learn more about its clients every year. Avid Ratings’ “voice of the customer” solution (GoSurvey®) and customer engagement technology (GoTour®) enable construction companies throughout the U.S. and Canada to harness the power of authentic positive referrals to increase sales. Notably, Avid is a leading advocate of company transparency through the honest disclosure of customer reviews, and a vigilant activist to stop review fraud and review scrubbing (publishing fabricated or altered star ratings in search engines).

Paul’s contributions to the industry are highly regarded by his peers. He has published over 150 articles in leading print magazines and authored cover stories on customer experience for Professional Builder magazine five years in a row. Paul’s work has also been highlighted in the major media, including
Time magazine, Marketwatch, MSN, Yahoo, the Washington Post, AZCentral, Nation’s Building News, and hundreds of other websites, local newspapers, HBA newsletters, and local television broadcasts.
Paul is a regular speaker at major residential construction industry events, including The International Builders’ Show, Pacific Coast Builders Conference (PCBC), South East Building Conference (SEBC), Professional Builder Benchmark Conference, Housing Leadership Summit, Big Builder, and the Avid Conference®. He also conducts regular educational sessions for his clients, NAHB Builder 20 Clubs, and private groups throughout North America.

Paul holds two master’s degrees―one in educational psychology and one in statistics from the University of Wisconsin-Madison and University of Northern Iowa.