Shop Talk: How to Create a Winning Customer Service Experience - March 10 @ 1:00 PM (ET)

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Curating a top-notch customer service experience is paramount to the success of operating a business - from establishing open and frequent communication with your clients to being able to quickly pivot when a plan goes off track. Share strategies, success stories, lessons learned and get actionable advice to help you consistently exceed customer expectations.

NOTE: This Shop Talk will be recorded for use on NAHB.org. By registering for this discussion, you agree to participate.

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Vince Butler, GMR, GMB, CAPS (Moderator)

President, Butler Brothers Corporation

Vince Butler, GMR, GMB, CAPS is a second-generation builder and remodeler from Northern Virginia. He has served as President of Butler Brothers Corporation, a full-service design-build company, since 1984 and has extensive experience in the design, sales and production of residential construction and remodeling. Vince has a BS degree in Financial Management from Virginia Tech and is a Graduate Master Remodeler (GMR), Graduate Master Builder (GMB) and Certified Aging-In-Place Specialist (CAPS). He is a nationally recognized speaker on residential construction management topics and an approved NAHB Master Instructor. He has presented at many national and regional trade shows including the International Builders Show, The Remodeling Show, Sunbelt Builders Show, Southeast Builders Conference, Atlantic Builders Conference, Pacific Coast Builders Conference (PCBC) and the NAHB Remodelers Road Show. He was named NAHB CAPS Educator of the Year in 2012 and Builder Remodeler Educator of the Year in 2017. In 2017 he founded BizTrainingNow to serve the educational needs of small business owners and local associations.

Paul Criner, CGR CGP CAPS

Vice President & Co-Owner

Criner Remodeling

Paul Criner, Vice President of Criner Remodeling, started with the company shortly after graduating high school. He started as a helper, working his way up to becoming a project manager, then to a production manager in charge of all Criner Remodeling’s projects. He has since moved into sales and design where he often uses his experiences in the field to assist his current design work. Throughout his career he has been committed to continuing education through TNCC and the National Association of Home Builders, becoming a Certified Aging in Place Specialist, Certified Green Professional, and a Certified Graduate Remodeler. He has served in the following organizations: 2023 – Present, Remodeling board of trustees 2023 – Speaker at the International Builder Show 2023-Present, Habitat for Humanity PGW Board Member

John Harding

Offsite Construction Business Development Program Manager

CertainTeed

John Harding is a seasoned business leader with extensive experience in the building and construction industry, currently serving as Sr. Account Manager, Offsite Solutions at CertainTeed. 

CertainTeed is the North American brand of Saint-Gobain, one of the world’s largest building materials and construction solutions companies.  John focuses on advancing offsite and industrialized construction initiatives within the United States. He works closely with cross-functional teams to integrate innovative building systems, strategic partnerships, and customer-focused solutions that align with the company’s purpose of “Making the World a Better Home.” With over 15 years of experience across manufacturing, strategy, marketing, and business development, John brings a diverse background to his work, combining industry expertise with a deep understanding of evolving construction technologies and market trends.  John is currently the Chair of the Building Systems Council. 

Denise Lones

President, The Lones Group

The Lones Group

Denise Lones, M.I.R.M., CMP, Master CSP, and NAHB Nationals multi award winner, is the founding partner of The Lones Group and brings nearly three decades of experience in the building and real estate industry. She specializes in new construction, buyer demographic analysis, and strategic community planning—helping builders and developers align product, design, and marketing with what today’s buyers will actually pay for.   Denise serves on multiple NAHB committees and is a Trustee on the NAHB 55 + Housing Industry Council Board of Trustees as well as the 2nd Vice Chairman and is also the Chairman of her local PWB (BIAWC) and also sits on the Washington State PWB Board of Directors.  She is also a two time, multi year Star Builder of the Year winner for the Building Industry Association of Washington.     

Recognized nationally for her expertise in buyer behavior and profitability-driven decision making, Denise has played a key role in new home design, product development, amenity planning, and interior design alignment based on demographic demand. In addition to her consulting work, she is also an active luxury home builder and developer. Her projects have earned national recognition, including two Silver Awards at the NAHB National Sales and Marketing Awards (The Nationals) for home design and interior design. 

A respected leader in the industry, Denise serves as a mentor and judge for the National Association of Home Builders and is actively involved at the national, state, and local levels on numerous builder and industry committees. She is widely known for her willingness to share knowledge and elevate industry standards. 

Denise is a sought-after instructor and speaker for leading organizations including NAHB, Master Builders Association, the New Home Sales and Marketing Council, Washington REALTORS®, the Washington State Department of Licensing, and the Washington State Housing Finance Commission, as well as major real estate brands such as Windermere, Coldwell Banker, RE/MAX, and Prudential. 

With a deep commitment to every project she touches, Denise believes that exceptional results come from understanding the buyer—and aligning every decision around delivering real value. 

Meredith Oliver

Chief Marketing Officer

Meredith Communications

Meredith Oliver is the Chief Marketing Officer of Meredith Communications, a Raleigh-Durham, North Carolina-based digital marketing firm that specializes in marketing for home builders. She is also an author and professional speaker. 

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Shop Talk: How to Create a Winning Customer Service Experience - March 10 @ 1:00 PM (ET)
03/10/2026 at 1:00 PM (EDT)  |  60 minutes
03/10/2026 at 1:00 PM (EDT)  |  60 minutes
Shop Talk Evaluation
6 Questions
Certificate of Completion
Live Viewing: 1.00 Continuing Education credit and certificate available
Live Viewing: 1.00 Continuing Education credit and certificate available