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A Minute with Marshall: How quickly can reputations be damaged?#GOT

Where Everybody Knows Your Name

The then very popular theme song from a 1980’s sitcom called Cheers included a line “Sometimes you want to go where everybody knows your name.”  I grew up in a tiny town in rural Utah where the cattle outnumbered the people by at least 10:1, and as the song said, pretty much everybody knew your name.

When you grow up in such a small community, your reputation means a lot.  Neighbors will have likely heard about you before they met you and, fair or not, formed an opinion based on what is being said.  They’ll know who shows up and works hard every day and who arrives late or not at all.  They’ll know who the good kids are and who are the troublemakers.  They’ll know who they can trust, who can’t be believed, and who might think that trying to tip over cows in the middle of the night is a “real thing”.

Flashforward to today and TMZ proves that the internet has turned the entire world into a small community where everyone can know your name.

As you can hear in my townhall meeting (video below), in a world where reputation matters, I would like for PulteGroup to be the most respected homebuilder in America.  My choice of the word “respected” was made with specific intent, as I believe it captures so much of what goes into being a successful company year after year.  Yes, being a respected homebuilder requires that we deliver a superior quality home and outstanding customer service…before, during and after the sale, but it doesn’t stop there.  Among other things, being respected also requires that we treat our people well, build a diverse and welcoming culture, operate with integrity toward our trade partners and that we be good corporate citizens in the markets in which we operate.

At a very high level, being respected is a big, broad ideal, but the day-to-day application aligns with our core belief of doing the right thing.  If we are always working to do the right thing for our customers, our trade partners, our communities and, most importantly, each other, I believe our reputation will take care of itself.

I invite you to share the names of companies you most respect and provide some thoughts as to why they make your list below.

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  1. Amazon. Reliable, responsive and Great stock!
    Nordstrom cares about customer and will always find a solution to an issue

  2. I’m not so sure I believe you actually baked those biscuits shown in your me-in-a-minute slide. In fact, the legend of RM in SWFL was that you never needed to. You just showed the kitchen your own personal net promotor score and the biscuits made themselves out of sheer amazement. 🙂

    Nice job with the presentation and thank you for taking the time out this year to visit each division and pitch the vision, much appreciated!

  3. The North Face and Marmot – Lifetime guarantee and they stick by it. I had a tent disintegrate while in climate controlled storage and Marmot gave a credit to replace it as they no longer carried that particular one in stock. The North Face jacket we had the zipper came apart and they replaced jacket with new model of same jacket

  4. Chick-fil-A! Their warmth at the counter/drive through window I believe comes from their deep down belief of “helping others”. We have seen so many great YouTube videos and posts of Chick-fil-A employees caring about their customers. I also appreciate how important faith is in their business and they’re willingness to have 1 less day of profits to allow a day of rest and reflection for their employees.

    P.S. Thanks for visiting AZ yesterday!

  5. Starbucks- They have a wide variety of good coffee and tea delivered how the customer wants it with great service.

  6. So many companies are more worried about the bottom line. It’s refreshing to learn Pulte is focused on the customer experience and making sure above and for most they are focused on quality, reputation and making the home buyers happy. Thanks for taking the time to visit the Las Vegas division. The town hall was inspiring as well as informative. I am looking forward to finding out how the future production of homes can save on labor and helping our youth understand trade labor is just as important as technology and even more so in the in the years to come.

  7. REI is a company I respect and think they see their business much as we do. Their customers and their experiences comes first. Providing great products and people who know their products along with great customer service experiences is what they are all about.

  8. Thanks for the feedback. Amazon, Chick-fil-A, Nordstrom is certainly a varied group, but all great companies with well defined reputations. Having dealt with each of these businesses, I can tell you that not one of them is perfect, but they are all customer-centric in their thinking and have employees who feel empowered to get issues resolved. We should always work to deliver an outstanding home and buying experience, but when we fall a little short, be prepared to respond quickly. And, most importantly, communicate. I would say 50% or more of the customer-issue emails I get talk more about the lack of communication than the underlying issue.

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