I remember in 2004 in Austin doing a walk through with Benn on a newly built DR Horton. My pen was flying and Benn’s blue tape was slinging as we found endless standard defects ranging from bathroom caulking an inch short to paint retouches needed. The confidence of all repairs being done perfectly was high because Benn had done dozens of contracts the two years prior with this same builder, many in the same subdivision. There wasn’t a second thought given to whether or not the tiniest of cosmetic details would be flawlessly repaired.
But that’s DR Horton in Austin. What about KB? Did I personally hold the same confidence level held with KB Homes? Absolutely not. I thought perhaps it was a regional issue, but an anonymous couple bought a home from KB and had such a terrible experience that they launched a website called aKBHomeSucks.com where they tell their tale, invite others to tell theirs and have even started a radio show with a full PR campaign behind it. Their story is harrowing and they shared with us directly their plight as well as in detail have outlined on the website their frustrations.
Would a homebuyer be so angry at a builder that they would launch a site out of revenge? Maybe. But to hear what this particular couple has gone through and their continued devotion to the issue as their prime cause now, it is apparent that revenge is not the motivator here, advocacy is.
Here is how aKBHomeSucks.com was born:
After purchasing their new KB home, they found various defects. They would call in a defect and become frustrated with the repair staff (likely subcontractors, we believe) would not understand the problem because they didn’t speak English (despite being issued a work order), would take more than three visits to “attempt to redo the fix” and made the homeowners feel like they were rushing through tasks and were annoyed to be there.
KB Homes allegedly “abandoned” the subdivision before finishing the fencing, thus making access to properties easy for burglars. Shortly after moving in, their home was burglarized which is how they found out that the home was also burglarized before they moved in and all appliances had been stolen. They have surveillance video of the burglary and they believe that it was KB Home workers that broke into their home, continuing the pattern.
The homeowners claim that calls for repairs began taking longer and longer to respond to, even emergency calls. The fourth time their kitchen ceiling caved in, a worker “discovered no one had bothered to install the required flashing in the wall to divert rain water from the patio overhang.” The homeowners allege that KB Homes staff “covered up” and failed to disclose known defects of the home.
The homeowners claim that any attempts to discuss issues with upper management results in being “talked down to,” furthering their frustration and affirming their belief that they don’t matter to the builder.
They begin investigating the structure of KB Homes and are frustrated that their story is ignored by the media and believe KB Homes’ co-founder Eli Broad’s board room ties to CBS, ABC, Disney, Telemundo, AP, UPI, and NBC has silenced their cause. They say this is why they have moved their pleas to the web and devoted themselves to helping other KB Home buyers who have experienced this to have a voice.
What KB Home can do
Regionally, KB Home is not known for a quality product or for customer service- I am not a licensed Realtor nor have I been, I say this as a consumer tapped into fellow consumer sentiment. They are known, however, for having the biggest house at the smallest price in the suburbs.
KB Home has and will likely continue to ignore the aKBHomeSucks.com homeowners as their demands began small (please fix our kitchen ceiling so it doesn’t cave in for a fifth time) and after repeated faulty repairs, ignored cries for help and even devoting themselves to a blog and radio show, the demand has grown to buy back the lemon of a house they were sold.
But KB could do something. In addition to ramping up their standard customer service, they could put PR boots on the ground. Because of the margin, they will not likely change the quality of their product, especially in a down market, but they could be prepared to deal with the fallout better. This homeowner never should have felt so pushed that they devote their personal time to a site about their home being a lemon.
KB should have a digital monitoring war room like Dell and have expert staff on hand to monitor social networks like Twitter, respond professionally and with a solution and follow up to said solution and continue to follow up directly and personally until it is resolved. KB is dealing with peoples’ homes, the biggest investment one will ever make and the place that should be a refuge. Reading aKBHomeSucks.com, these people feel imprisoned in their home. KB seems deaf, at least to the homeowners congregating on aKBHomeSucks.com, but it doesn’t have to be that way.
I know you’ll keep your low quality, KB, but at least change your standards of customer service and willingness to help people who dumped money into your lap.
How to sound more confident in your next interview or office email
(OPINION/EDITORIAL) After COVID, collectively, our social skills need a little TLC. What words and phrases can you use to sound more confident at work?
In-person work communications are on the rise, and it’s no surprise that, collectively, our social skills need a little bit of work. CNBC shares some examples of common phrases people tend to use when uncomfortable – and what you should use to replace them to sound more confident in your next interview or office email.
After explaining a personal philosophy or situation, it’s all too common to say, “Does that make sense?” Aside from occasionally sounding patronizing, this question more or less implies that you believe your worldview or lived experiences to require validation. CNBC suggests saying “I’d like to hear your input” or – if you’re in an inquisitive mood – asking “What are your thoughts?” instead.
This invites the interviewer to give feedback or continue the conversation without devaluing your own perspective.
CNBC also recommends getting rid of weak introductions, listing examples like “For what it’s worth” and “In my opinion” in order to sound more confident. Certainly, most of us have used these phrases to recuse ourselves from perceived criticism in meetings or emails; the problem is that they become an indicator of lacking self-confidence, at least for employers.
Simply jumping straight into whatever it is you have to say without the soft-paws introduction is sure to be appreciated by higher-ups and colleagues alike.
Passive voice is another thing you should remove from your communication when trying to sound more confident. For example, saying “I performed this action because…” instead of “This action was performed because…” shows ownership; whether you’re taking credit for an innovative decision or copping to a mistake, taking responsibility with the language you use is always better than removing yourself from the narrative.
“I’m not positive, but…” is yet another common phrase that CNBC eschews, opting instead to start with whatever comes after the “but”. It’s always good to maintain a certain amount of humility, but that’s not what this phrase is doing – it’s getting out in front of your own process and undermining it before anyone else has a chance to evaluate it. Regardless of your position or responsibilities, you should always give your thoughts the credit they deserve.
Finally, CNBC suggests removing perhaps the most undervalued phrase on this list: “I’m sorry.” There is absolutely a time and place to apologize, but “sorry” gets thrown around the office when a simple “excuse me” would suffice. Apologizing in these situations belies confidence, and it makes actual apologies – when they’re necessary – seem hollow.
The language people use is powerful, and as arbitrarily contrite as the workplace may inspire many to feel, humility can absolutely coexist with confidence.
10 tips for anyone looking to up their professional work game
(OPINION / EDITORIAL) It’s easy to get bogged down by the details, procrastinate, and feel unproductive. Here are a few tips to help you crush your work goals.
Self-reflection is critical to a growth mindset, which you must have if you want to grow and improve. If you are ready to take your professional game to the next level, here are some stories and tips to help you remain focused on killing your work goals.
1. Don’t compare yourself to others. Comparison is the thief of joy, as the quote goes. And, in the workplace it’s bound to make you second guess yourself and your abilities. This story explains when comparison can be useful, when to avoid it, and how to change your focus if it’s sucking the life out of you.
2. Burnout is real and the harder you work, the less productive you are. It’s an inverse relationship. But, there are ways to work smarter and have better life balance. Here are some tips to prioritize your workload and find more ease.
3. Stop procrastinating and start getting sh@t done. The reason we procrastinate may be less about not wanting to do something and more about the emotions underlying the task. Ready to get going and stop hemming and hawing, you got this and here’s the way to push through.
4. Perfection is impossible and if you seek this in your work and life, it’s likely you are very frustrated. Let that desire go and learn to be happy with excellence over perfection.
5. If you think you’re really awesome and seriously deserve more money, more responsibility, more of anything and are ready to drop the knowledge on your supervisor or boss, you may want to check this story out to see if your spinning in the right direction.
6. Technology makes it so easy to get answers so quickly, it’s hard to wait around for things to happen. We like instant gratification. Yet, that is another reason procrastination is a problem for some of us, but every person has a different way/reason for procrastinating. Learn what’s up with that.
7. Making choices can be a challenge for some of us (me included) who worry we are making the wrong choice. If you’ve ever struggled with decision making, you know it can be paralyzing and then you either make no decision or choose the safest option. What we have here is the Ambiguity Effect and it can be a real time suck. Kick ambiguity to the curb.
8. If you are having trouble interacting with colleagues or wondering why you don’t hear back from contacts it could be you are creeping folks out unintentionally (we hope). Here’s how to #belesscreepy.
9. In the social media era building your brand and marketing are critical, yet, if you’re posting to the usual suspects and seeing very little engagement, you’ve got a problem. Wharton Business School even did a study on how to fix the situation and be more shareable.
10. Every time you do a presentation that one co-worker butts in and calls you out. Dang. If you aren’t earning respect on the job, you will be limited in your ability to get to the next level. Respect is critical to any leadership position, as well as to making a difference in any role you may have within an organization, but actions can be misconstrued. There are ways to take what may be negative situations and use them to your advantage, building mutual respect.
You have the tools you need, now get out there, work hard, play hard, and make sh*t happen. Oh, and remember, growth requires continual reflection and action, but you got this.
The actual reasons people choose to work at startups
(EDITORIAL) Startups have a lot going for them, environment, communication, visible growth. But why else would you work for one?
Startups are perpetually viewed as the quintessential millennial paradise with all of the accompanying perks: Flexible hours, in-house table tennis, and long holidays. With this reputation so massively ingrained in the popular perception of startups, is it foolish to think that their employees actually care about the work that startup companies accomplish?
Well, yes and no.
The average startup has a few benefits that traditional business models can’t touch. These benefits often include things like open communication, a relaxed social hierarchy, and proximity to the startup’s mission. That last one is especially important: While larger businesses keep several degrees of separation between their employees and their end goals, startups put the stakes out in the open, allowing employees to find personal motivation to succeed.
When employees find themselves personally fulfilled by their work, that work reaps many of the benefits in the employee’s dedication, which in turn helps the startup propagate. Many aspiring startup employees know this and are eager to “find themselves” through their work.
Nevertheless, the allure of your average startup doesn’t always come from the opportunity to work on “something that matters.”
Tiffany Philippou touches on this concept by pointing out that “People come to work for you because they need money to live… [s]tartups actually offer pretty decent salaries these days.”
It’s true that many employees in their early to late twenties will likely take any available job, so assuming that your startup’s 25-and-under employee base is as committed to finding new uses for plastic as you are maybe a bit naïve—indeed, this is a notion that holds true for any business, regardless of size or persuasion.
However, startup experience can color a young employee’s perception of their own self-worth. This allows them to pursue more personally tailored employment opportunities down the road—and that’s not a bad legacy to have.
Additionally, startups often offer—and even encourage—a level of personal connection and interactivity that employees simply won’t find in larger, more established workplaces. That isn’t symptomatic of startups being too laid-back or operating under loosely defined parameters. Instead, it’s a clue that work environments that facilitate personalities rather than rote productivity may stand to get more out of their employees.
Finally, your average startup has a limited number of spots, each of which has a clearly defined role and a possibility for massive growth. An employee of a startup doesn’t typically have to question their purpose in the company—it’s laid out for them; who are we to question their dedication to fulfilling it?
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