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

Includes a Live Web Event on 03/10/2026 at 1:00 PM (EDT)

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.

Registration now requires an NAHB login. Create your account at www.nahb.org/register or call the help desk at 202.266.8313 for assistance. Members and credential holders receive complimentary access to most presentations after logging in.

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

As the founding partner of The Lones Group, Denise Lones brings over three decades of experience in the real estate industry. With expertise in strategic marketing, business analysis, branding, new home project planning, product development, and agent/broker training, Denise is nationally recognized as the source for all things real estate.

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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