Meet Cathy, Your Worry-Free Guarantee
January 30, 2019
“Because this is a family-owned business we have a strong moral compass within these walls. We make decisions not because it is right for StyleCraft, but because it is the right one to make, which makes me proud to be a part of this team.”
Cathy has worked at StyleCraft for two years, and in her most recent position here, she helps StyleCraft homebuyers sleep better at night. That’s because in her role as Warranty Coordinator, she’s responsible for making sure our homes nail homebuyers’ expectations, from closing and beyond. When’s she not helping ensure homebuyers’ homes Live Up in every way, Cathy enjoys cooking and reading up on new home construction to continue traversing the industry learning curve.
DESCRIBE YOUR LIVE UP MOMENT — THE MOMENT YOU KNEW STYLECRAFT WAS RIGHT FOR YOU
“I joined StyleCraft as an Office/HR Manager and enjoyed what I was doing, but a part of me missed the constant interaction my previous job offered. At one point our Warranty Manager went on vacation and I volunteered to help answer calls while he was out. In the short week he was out on vacation, I really enjoyed working with the homeowners, so much so that when he came back from vacation, I continued to cover calls for him. When the Warranty Coordinator position was created, and my manager asked if I was interested, I jumped to say ‘yes!’”
DESCRIBE YOUR TYPICAL DAY
“I spend the majority of my day answering phone calls or emails with our homeowners. Typically, I only get calls when something goes amiss, at which point I schedule our technicians & trade partners to visit the home. My responsibility is to work as an intermediary while ensuring the issue is resolved within a reasonable timeframe. Apart from handling invoices and other office administrative tasks for my department, my main responsibility is to communicate with the homeowner and keeping them in the loop throughout the entire process.
I also get out into the field to shadow an appointment or look at the structure of the home with our Warranty Manager.”
YOU CAN NEVER SHOW UP AT STYLECRAFT WITHOUT…
“Understanding other perspectives. With any company, there are clear policies and procedures and often times, people are too quick to simply recite it. I think it is important to understand the other perspective before making a decision. We should exercise empathy, think about why homebuyers are asking a certain question — and then decide what kind of response or solution is reasonable.”
AND THE HIGHLIGHT IS…
“Talking and working with the homeowners. I really like getting to know them beyond their house; it helps me better understand them and how important this home is to them. This really helps motivate me to take care of all our homeowners.”