“I would be building homes whether or not I needed to do it for a living,” Keith Shelly says of the profession that has been his passion since high school. Shelly realized his dream of starting his own custom building firm seven years ago at the tender age of 28. His operating philosophy is to build each home as though it were his own, an attitude that has resulted in exceptional customer service policies. “We are a young company, so we have to differentiate ourselves and go beyond what is expected,” he says.
Shelly’s experience working for a large production builder who made an effort to “give great customer service on a big scale” helped him anticipate stress points in client relationships and avoid them in his own business. His “primary contact program” ensures that one person is responsible for holding the client’s hand through the entire building process. Before a contract is signed, Shelly matches each client with a primary contact person. That dedicated representative guides the homeowner through design, budget, selections, construction, closing, and warranty. He or she runs weekly status meetings at the jobsite with the client, construction manager, project superintendent, and any relevant subcontractors and is always available to answer the client’s questions. “This way the customers aren’t getting different answers from different people,” he explains. “And the program saves us time and money.”
The company’s customer attention doesn’t stop once construction is complete. A homeowner orientation introduces clients to their new house and gives them details on the two-year comprehensive warranty plus a guideline on how to file a claim and a list of emergency contacts. If a client has a claim or complaint after move-in, Shelly Home Company guarantees that someone will call back within one hour. As a final demonstration of goodwill, Shelly Home Company offers homeowners a “no questions asked” cosmetic touchup during the first year of occupancy. “It’s the biggest perk we give,” admits Shelly, “but it’s something that everyone loves and it doesn’t really cost us a lot because people take care of their homes anyway.”
Shelly Home Company, San Antonio, Texas
Type of business: custom builder
Years in business: 7
Employees: 7
2003 volume: $5.15 million
2003 starts: 8
