In the November/December 2011 issue of Texas CEO Magazine, President and CEO of Grand Homes, Stephen Brooks, made the cover story with his interview on why and how he reinvented Grand Homes. From thriving as a young company experiencing rapid growth to facing downsizing and monetary cutbacks at the peak of a troubled housing market, the article takes you through the history of Grand Homes and why it was imperative for Stephen Brooks to make comprehensive changes if his company was going to remain competitive.
“Grand Homes found itslef in a place many businesses never recover from – low customer satisfaction ratings, dated products and an organization with no reason to change. ” But it did.
In the article Mr. Brooks shares some of what he has learned from being in the home building industry for almost 25 years, and talks about how he was motivated by another influential CEO, Gary Kelly of Southwest Airlines, to reanalyze his relationship with his most important asset, his customers.
Through hard work and even harder decisions Mr. Brooks was able to create a culture and a business model around customer satisfaction. “We redefined our business through our service performance.” And it didn’t come without reward. Grand Homes has experienced 94 consecutive quarters of profit, and was recognized as “Americas Best Builder” for 2011 by Builder Magazine.
You can access the complete article here on Texas CEO Magazine’s website.