Dear Mr. Eckert and Mr. Nardella-- As a new homeowner in the Watershed neighborhood of The Villages at Two Rivers, we wanted to write and thank you for providing such a great home buyer experience. In particular, you should know about our impressive customer service experience with Annette Anderson and Julie Ireland– in a word – tremendous! From day one, working with Annette was an absolute delight both personally and professionally. She made this important life transition for us as easy as possible. She proved and we sincerely believed, that she had our best interests at the forefront throughout the home selection and buying process. You are lucky to have such a trustworthy and consummate professional representing you. We don’t have to tell you that consumers often deal with home builders with reservation and skepticism, but this was certainly not our case and let me explain why.
Annette was honest and truthful in everything she told us. She had great attention–to-detail. From pricing, to deadlines and timelines, to rules of the Association -- she always called a spade a spade and did not inflate expectations. She never shot from the hip with inaccurate information and if she didn’t know an answer, she asked the right authority and got back to us.
She was prompt and responsive. She replied quickly to phone calls and emails, was on-time for appointments and was attentive in every meeting. When we were waiting on information, she was quick to track it down and get back to us.
She was friendly and personable, always with a smile, a laugh and a story. She made us feel as though our concerns were her concerns, and that we were her only customer. We especially appreciated her patience with all our indecisiveness and questions, and the changes we made in our selections.
She went above and beyond proving her desire to provide a world-class customer service experience. When we made the unconventional request to get our mailbox keys early to avoid having the inconvenience of accomplishing two changes of address, Annette did the legwork with “the front office” to get it approved. We also talked to her about difficulties we were having with the finance company, and she was quick to offer solutions. She even offered to coordinate an early delivery and settlement of the home by over a month and before the holidays. While these gestures were seemingly small, they were big in our minds. The care in working the details of these arrangements made it clear that she really had our best interests at heart.
Individually, these actions and qualities are commendable, but collectively they are undeniable evidence of someone who has a passion for what she does and she is great at it. It’s not often we get such above-and-beyond experiences. She made our experience better than we could have ever expected. Annette and Julie make a great team, and we would hire them in a moment. We have happily told others about our marvelous home buying experience, and we owe it especially to Annette and Julie. Please pass on our deepest thanks and sincerest appreciation to them both. They are true professionals and you can be proud to have such friendly and competent representatives on your team!
All the best,
Doug and Cheri
