"For the past five-plus years up to this very day, an 800-lb gorilla takes a seat at the table at every meeting in every Taylor Morrison conference room in every one of the organization's offices. From its Scottsdale, AZ headquarters, to its three national operating regions, to its divisional hubs in 20 markets across 12 states, to its sales centers in 345 actively selling neighborhoods, that gorilla is physically there in the room in all of those meeting rooms involving Taylor Morrison's 3,000 or so team members."
"That 800-lb gorilla, in Taylor Morrison's case, comes disguised as an 18-inch-or-so, impossible-not-to-love plush teddy bear. When we introduced our love the customer' initiative internally five years ago, what we did I know this might sound silly was to make sure this bear sits in all our conference rooms across the country, Sheryl Palmer said. We don't want our folks to ever forget that the customer's voice needs to be at the table, right? We can sit here and talk about the business and make financial decisions, and we always have to do it, underscored by an understanding of what our customers want. It's a silly metaphor, but it's a daily reminder for our teams."
"Ernest Hemingway is famously said to have said, The best way to find out if you can trust somebody is to trust them. Hemingway's quote leans into the most important thing about trust, which is that its verb form, to trust, is essential to its noun form. Trust isn't a badge like a Good Housekeeping seal nor is it something that just happens. Trust is an active action in two directions, and it only comes when somebody clearly says what they're going to do and clearly does what they say they're going to do."
An 18-inch plush teddy bear sits in every Taylor Morrison conference room as a tangible reminder to keep the customer's voice present during meetings. The bear appears at headquarters, three national regions, divisional hubs across 20 markets in 12 states, and sales centers in 345 actively selling neighborhoods, involving about 3,000 team members. Teams use the bear to prioritize customer wants when making business and financial decisions. Trust requires active, two-way behavior: clearly stating commitments and repeatedly delivering on them. Earning recognition as the most trusted homebuilder reflects sustained investment in transparent, consistent, customer-centered actions.
Read at www.housingwire.com
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