The first issue of Home Address came out in 1986. The newsletter provided ideas, insights, and support for customer service professionals in the home building industry for twenty years before the hard copy edition was retired in 2006 to be replaced by a free electronic newsletter you can receive by email.

Because the dozens of helpful tips and valuable insights that appeared in the original newsletters still apply today, PDF copies of Carol’s favorite Home Address articles can be downloaded for your use from this Article section of our service library.

• Are You Arguing with the Right Person?
• Body Language
• Buyers On-Site
• Carol Smith’s Guide to Attending Meetings, Conferences, & Conventions
• Community Team Meeting
• Customer Satisfaction: The Elusive Goal
• Customer Service Philosophy
• Evolution of Customer Service
• Extend, Expand, Enhance after Move-In Service
• Extended Hours: Help or Hindrance?
• Getting Out of a Service Hole
• Home Buyer Mythology
• Homeowner Guide: How Do You Get Customers to Read It?
• Judgement Calls
• Out of the (Warranty) Nest
• Prepare Buyers for Closing
• Quality Management Friction
• Repetitious Requests
• Secondary Attention
• Selling Service Commitment
• "Send Me a Copy of the Warranty File"
• Staff Turnover
• The Customer Is Always Right
• Too Much of a Good Thing
• Universal Service Guidelines
• Velocity Errors
• What's in a Name?

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