NAHB Learning
The Difficult Client Playbook: Turning Tension Into Trust: NAHB: July 8, 3:00 PM (ET)
Includes a Live Web Event on 07/08/2026 at 3:00 PM (EDT)
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Difficult client conversations are an inevitable part of building and remodeling projects. As client expectations continue to rise and projects become more complex, builders and remodelers need practical strategies to manage tension, communicate clearly and maintain trust throughout the construction process.
In this webinar, builder, business owner and author Tammie Ross will share proven communication techniques for handling high-stress client situations and resolving conflict without escalating tensions. Through real-world examples and interactive discussion, participants will learn how to turn challenging conversations into opportunities to strengthen relationships, improve project outcomes and protect their business reputation.
Exclusively for NAHB Members & Credential Holders: Free registration for members after login. If you have not set up your NAHB account, please visit: www.nahb.org/register or call 202.266.8313
Tamie Ross
CEO
Residences by Ross
Tammie Ross is a chief executive officer, general contractor, nationally published author, executive coach and business consultant who equips leaders to build trust, transform teams and leave legacies that last. As CEO of Residence by Ross, a residential construction company, she leads with the conviction that leadership is not defined by performance alone — but by principle. Before founding her company, Tammie built a distinguished 20-year career in the financial sector, specializing in automotive financing and corporate partnerships. Tammie Ross is the Chief Executive Officer and General Contractor of Residence by Ross. She is the architect of a vision that transforms houses into homes and dreams into blueprints. Her leadership is the cornerstone of a minority woman-owned burgeoning empire in the construction industry that is proudly and resolutely committed to excellence.
Amy Abeyta (Moderator)
Strategic Partnerships Manager
Alta Home Lend
Amy Abeyta is the Strategic Partnerships Manager at Alta Home Lending, where she works alongside builders and industry partners to support new construction sales through relationship-driven, market-informed financing strategies.
Amy brings a practical, builder-focused perspective shaped by experience across both construction and lending. Earlier in her career, she worked on the construction side of the business as an installing partner, giving her firsthand insight into the operational realities builders face from the jobsite through closing. That background allows her to approach builder conversations with a well-rounded understanding of how construction, sales, financing and customer experience intersect.
Amy serves as the Colorado State IBS Ambassador for NAHB, is a 2025 NAHB Leadership Academy Graduate, serves on the Colorado Association of Homebuilders Board of Directors, NAHB Single Family Builders Committee and the NAHB Housing Finance Committee, and is the Denver Metro HBA Associate Board Delegate. She is actively engaged in national, state and local builder leadership and education, with a focus on sharing practical insights that builders and their partners can apply in real time.
Known for her hands-on, relationship-driven approach, Amy works closely with builder leadership teams, sales professionals, Realtor partners and lending teams to align financing strategies with sales goals and buyer needs. She is passionate about elevating builder education, strengthening industry partnerships and creating meaningful growth opportunities across the homebuilding ecosystem.
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