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The JayMarc Blog

How Nordstrom ‘Delivers the Extraordinary’

Categories: Girl Wonder's Last Word | Posted: March 23, 2017

In a world plagued with “Alternative Facts,” sometimes it’s hard to know what is true and what is fiction. It would be wonderful if we didn’t have to take everything we read with a grain of salt, but a healthy dose of cynicism can be helpful when trying to weed out true stories versus anecdotes made up for PR or branding purposes. Image result for snow tires

One of my favorite customer service stories that may or may not be true, is the old tale of a man who was successful in his attempt to return used snow tires to a Nordstrom retail store in Anchorage, Alaska. There are versions of the story that  have been verified by numerous sources, but the gist of it is that a man came into a Nordstrom store, placed some tires on a counter, and asked the customer service representative to give him cash back for his return. Without hesitation, the Nordstrom representative looked at the price tag on the tire and gave him cash back for an item that was clearly not from the high-end department store. There are many conflicting accounts of this tale, noted in this article on Snopes, though the main fiber of the story seems to hold true.

Image result for happy customer nordstromWhy did the cashier give this man money for something that could not have possibly come from the store? Perhaps that employee, using foresight, thought it would be best to make the short-term investment in order to secure this man’s future patronage of their store. In fact, when Nordstrom hires a new employee, the individual is given a handbook. Rather than going on for pages of rules and best practices, the handbook simply and concisely instructs the employee to “Use good judgment in all situations.”

The Ritz Carlton, one of the world’s most premier luxury hotel chains, empowers every one of their employees to spend what they need in order to please their guests. If something goes wrong with the guest’s stay, or the employee overhears how the guest forgot something at home, any employee (from the doorman to the housekeeper to the concierges) can make purchases in order to turn that guest’s experience around.

What this achieves for the Ritz Carlton (and Nordstrom, and any other customer-centric business) is that every employee feels empowered to solve any issue, and they don’t have to jump through hoops to have requests approved by management.  Effectively, this empowerment allows issues to be resolved much more quickly. Consumers and clients see and appreciate this, increasing the likelihood that they will continue to shop at Nordstrom, or stay at the Ritz. At JayMarc Homes, one of our core values is to always “Deliver the Extraordinary,” so that we can follow in the footsteps of great companies like Nordstrom and one day have a reputation for being the most customer-centric home builder around.

So, whether the story about the man returning snow tires at Nordstrom is true or another Urban Myth, the principle holds true: Nordstrom, The Ritz, and many other great companies are wholly dedicated to pleasing their customers, regardless of the circumstance. And that dedication is what keeps customers coming back for years to come.

Interest Rates on the Rise – What Does This Mean For You?

Categories: Girl Wonder's Last Word | Posted: March 16, 2017

If you have never heard of The Skimm, let me enlighten you. It’s a daily email sent to your inbox that compiles important world news stories and parses them down into bite sized chunks. I love The Skimm, and was happy to see a snippet today about something that is relevant to the Real Estate industry.

Yesterday, The Fed increased interest rates again. Since the financial crisis in 2008, the economy has been slowly but surely rebuilding itself, and the announcement yesterday shows that our economy is continuing along a predictable path. Though some may see rising interest rates as a sign that it will become more difficult to make big investments, what it really means is our economy is thriving and the market is responding positively to those changes.

Now, don’t panic. Even with the recent quarter-point increase, interest rates are still historically very low.  This means it’s still a great time to borrow money from the government for smart purchases, (like a JayMarc Home!)

Image result for home buildingInvesting in real estate and home ownership is a wise decision because it’s what is called an appreciating asset. Over time, your home and the land it is built on will increase in value, meaning when you are ready to sell, you will get more money for it than you originally paid. Cars, for example are depreciating assets, because as you drive them and put miles on them, they lose a lot of their value.

Some expected The Fed to respond to market changes with a more aggressive rate increase, so the fact that they are increasing rates slowly and steadily shows that market economics are reacting in a predictable manner, which is good for everyone.

JayMarc opts to build homes in neighborhoods that we know will appreciate over the years. We build in districts with the best schools, great walkability, and lowest crime rates so we know our homeowners will want to live there for years. Now is a great time to buy because The Fed is planning on raising interest rates two more times in 2017.

If you are interested in learning about how you can take advantage of this great time to invest in real estate, JayMarc is hosting a Custom Home Seminar on Saturday March 25th where we will talk about finding land, the process of building a home, and custom construction loans. Please RSVP to Adrienne@jaymarchomes.com. We hope to see you there!

Why Did the Shoe Retailer Order a Pizza?

Categories: Girl Wonder's Last Word | Posted: March 9, 2017

Zappos is an online retailer known across the world for their exceptional customer service. Since the company was founded in 1999, stories have come out detailing the great lengths they have gone to secure their reputation as the most customer-centric online retailer in the nation.  Zappos was acquired by Amazon in 2009 and the marriage of these two consumer obsessed companies created a conglomerate that cannot be stopped. Both companies have seen tremendous growth since the merger.

Tony Hsieh stands in the quirky, jungle-themed section of the Zappos Headquarters

Tony Hseih, the CEO of Zappos wrote a book about the creation and growth of Zappos, called Delivering Happiness. Throughout the book you can feel how proud Tony is of the company culture
he was able to create, and how excited he was to share the amazing stories of his employees and coworkers.

One great story is one of his personal experiences with Zappos’ customer service. Tony took some clients out on the town, and late into the night when the bars were closed, one of his clients mentioned he was craving some pizza. The hotel was not able to provide them what they wanted, so Tony had the idea of calling Zappos to ask for one. Tony was so confident in his team that he believed whoever answered the customer service phone line at 2 AM would help them.

Of course, when his client called and spoke to an individual, the Zappos employee was able to find a pizza restaurant that was still open, and called and placed the order for them.

 

Zappos is not a pizza restaurant. Heck, they aren’t even a food vendor! Many people working in customer service would hear a silly request for pizza delivery and politely tell them they can’t help. But at the heart of the Zappos culture is problem solving. They see people as people, not as numbers and data on a screen.

JayMarc Homes went to a conference in Las Vegas two years ago and we had the opportunity to tour the Zappos headquarters. From the moment you walk in, you can get a sense of the wacky, open and fun-loving culture that the company has fostered. Employees are encouraged to be themselves, and they go above and beyond to provide a service to all Zappos customers that they themselves would want to experience.

There’s a ball pit in the Zappos Headquarters. Feel free to jump in, but watch out for gators!

JayMarc has modeled our core company values after those outlined in Delivering Happiness, one of which is “Deliver the Extraordinary.” We see the importance in setting and meeting expectations, but that’s not enough. We also want to surprise and delight those that we work with by going above and beyond expectations. Doing just enough to get by isn’t enough for Zappos, and it certainly isn’t enough for us either!

 

 

Why we aspire to be like the Four Seasons

Categories: JayMarc Homes - Guest Blog | Posted: March 2, 2017

At JayMarc Homes, we often say that we strive to be ‘the Four Seasons or Ritz Carlton of Homebuilders.’ But what does that really mean? What are those companies doing that inspires us to model ourselves after them?

The answer is a big, nebulous phrase in the clouds – “Customer Experience”

In a world filled with reviews (Yelp, Google, Amazon, and Houzz, to name a few), it is more important than ever for companies to distinguish themselves by providing a service or experience that keeps people coming back.

In this column I want to help define what great customer service is, through examples and anecdotes from companies around the world who are doing it right. Examining epic wins (and epic fails) will help us learn how to continually surprise and delight our clients—and we want to pass along that knowledge to you as well! That said, let’s start with a story from the “Customer Service Colossus,” the Four Seasons.

Isadore Sharp, the founder of the Four Seasons hotels, wrote a book in 2009 about his experiences. It’s an anecdotal and incredibly detailed account of how the Four Seasons went from a single unknown motel (yes, with an ‘M’), to one of the most recognized luxury hotel chains in the world. How did he do it? By providing exceptional service and value to everyone that walked through his hotels’ doors.

I wouldn’t mind sitting on the rooftop lounge at the Four Seasons in Mumbai!

At the Four Seasons, you are paying hundreds (or thousands) of dollars each night for the experience of staying there. When you book a room, you are expecting a comfortable bed, down pillows, fuzzy bathrobes — the works.

Sharp was one of the first hoteliers to really put into action the idea that companies and organizations should consistently be exceeding the expectations of their clients and guests. The Four Seasons was the first major hotel chain to provide complementary shampoo & conditioner in their bathrooms, which is a practice that is now used in almost every hotel around the world.

One of my favorite stories from Sharp’s book was about a VIP who was considering doing business with the Four Seasons. He decided to stay at their hotel in Paris under an alias. When he called, the hotel was completely booked. Hours later, however, he received a call from a concierge who was able to accommodate him, and even got him into the room he requested. That, in addition to how he was treated all week as “just another guest” helped him decide to go into business with the Four Seasons.

A company should treat anyone who walks through their doors as a VIP. This includes their clients, employees, vendors, and anyone else who interacts with the business.

The Four Seasons does a wonderful job of “walking the walk,” in this regard. They have carved a path for service businesses around the world, and JayMarc Homes has worked hard to model our customer experience mission after them.

 

Let’s get building! Welcome Ferara family!

Categories: JayMarc Homes New Homeowners | Posted: February 17, 2017

Welcome to the JayMarc Family!

It is always an exciting time when we get to start a custom homebuilding journey with a new family. This week we broke ground in Bellevue with the Ferara family! The JayMarc crew joined them to watch the fun as their property started to get cleared out and prepared for the big dig. We are looking forward to getting started!

 

The Ferara Family starting their new custom home build with JayMarc Homes

Diana, Jasmine, and Darius (thanks for the thumbs up!) with the excavator helping start their custom home build.

 

The Ferara family watching the excavator start the clearing process

The beginning of a wonderful homebuilding journey!

 

If you are looking to bring a personal home design to life, ask us about our Custom Homebuilding Program! Contact Brenda Gage at brenda@jaymarchomes.com or call 253.448.9809.

425 Magazine’s Northwest Idea House 2017

Categories: JayMarc Homes Events, JayMarc in the News | Posted: February 14, 2017

425 Northwest Idea House 2017

JayMarc Homes is excited to announce our partnership with 425 Magazine for the 2017 Northwest Idea House! Our team is excited to share the innovative and creative elements we selected for the Idea House home. During the next few months, we will be sharing sneak peeks of the design and building process and will be sharing stories of the wonderful vendors involved in the project.

 

House framing of the 2017 NW Idea House

The Stockholm home design during framing.

 

425 Northwest Idea House

The Stockholm

9803 SE Shoreland Drive Bellevue, WA 98004

Projected Completion: June 2017

 

View from the upper story of the 2017 NW Idea House

Beautiful view of Downtown Bellevue and Whalers Cove.

 

Follow JayMarc Homes on Facebook

Join us on our Idea House journey! Follow JayMarc Homes on Facebook for updates.

New JayMarc Craftsman Home Available in Bellevue

Categories: JayMarc Homes For Sale | Posted: February 8, 2017

Grand Opening This Weekend In Bellevue

Acropolis floor plan by JayMarc Homes in Bellevue

The Acropolis Home Design – February 11th & 12th – 11am to 5pm

2225 104th Ave SE Bellevue, WA 98004

$2,699,950 // 5,060 sq. ft. //  2-story // 3-car // 5 beds // 5.5 baths

Click here to view floor plans

 

Classic elements alongside intricate exterior details reveal a home designed with the utmost attention to detail and a true dedication to premium craftsmanship. Rich stone accents and delightful trellis details offer an eye-catching preview to the joys that await inside! Immediately upon entering, the main hallway guides you towards the great room, a welcoming, open-concept space that serves as the central gathering point in this inviting home’s carefully considered layout and design.

Acropolis floor plan main living

In the great room, an attractive fireplace finds its place alongside walls filled with bright windows that look out onto the charming patio and the professionally landscaped oasis outside. Whether you need space to relax and rejuvenate in peace or host a large and lively group, both the versatile great room and adjacent patio offer ample space for any occasion! The great room includes a dining nook right alongside the kitchen, featuring a versatile dining island ideal for enjoying casual meals at. Ready for whipping up gourmet meals in, the chef-ready kitchen boasts top-of-the-line amenities, including sleek Sub-Zero and Wolf appliances, ever-enduring granite countertops, and plenty of cabinetry for all of your storage needs. Additional space can be found in the butler’s pantry that leads to a formal dining room. Hosting exquisite dinner parties and entertaining on holidays is a true delight with ease, efficiency, and elegance on your side! The main level also includes a private bedroom with its own ensuite bath. Additional quiet space can be found at the front of the home in the den, ideal for an office space or library.

Acropolis Master Suite

Journey upstairs to discover 4 more bedrooms, including a dream-worthy master suite! The master bedroom has its own private, spa-like 5-piece bath complete with a luxurious soaking tub—let yourself indulge and relax in your very own mini vacation. Plus, a large walk-in closet ensures that storage space is never an issue! Each additional bedroom on the 2nd level comes with its very own private access to a bathroom and closets, and for even more space to spread out, a versatile media room and bonus room await. Transform these rooms into home theaters, fitness centers, recreation spaces, hobby rooms, and more to suit your unique vision of your dream home come true!

 

For more information or to schedule a private tour, contact a New Home Specialist today!

Amanda Loring-Schmidt // 206.679.6069 // amanda@jaymarchomes.com

Laura Cunningham // 206.227.7848 // laura@jaymarchomes.com

 

Click here to discover what you will love about the Acropolis.

Best of Houzz 2016 Service JayMarc Homes JayMarc received Best of Houzz Customer Service 2017 award

We are Hiring! Custom Homes Project/Field Manager

Categories: JayMarc Custom Homes | Posted: February 7, 2017

Custom Homes Project/Field Manager

We are a fast growing local homebuilder on the Eastside looking for a hard working Project/Field Manager to add to our team of custom home professionals. We are team oriented and believe in smart work, high integrity and having fun. We are looking for individuals who are loyal, positive, hardworking, self-motivated, enthusiastic, detail oriented, organized, efficient, punctual and results driven.

Our Field Managers handle all aspects of the assigned home building processes according to JayMarc Homes’ quality standards and local building codes while adhering to budgets, maintaining the construction schedule, sub-contractor management and providing the level of service/quality required to achieve the established exceptional customer expectations. Our goal is to provide a homebuilding experience so that our homeowners can truly realize the “Love Where You Live” motto, and equally important is for JayMarc to provide an environment where employees truly “Love Where They Work!

Areas of Responsibility:

  • Scheduling trades and suppliers
  • Job Site Management
  • Customer Relations
  • Construction Cost Control
  • Materials Managment
  • Quality Management
  • Safety Standards

Required Skills/Knowledge:

  • Local, applicable building codes
  • Technical knowledge
  • Knowledge of all scopes of work, contracts, blueprints and insurance requirements
  • Bachelor’s Degree in Construction Management preferred, or 5-10 years’ construction field experience in high-end custom home management

 

This is a full-time position with great benefits (health, dental, vision, 401k, etc.) and salary DOE. The Custom Home Project/Field Manager reports to the Construction Manager and works closely with vendors and clients.

Please send your resume and cover letter with salary requirements to Kenady Hague at kenady@jaymarchomes.com.

 

JayMarc Careers

JayMarc Awarded Best of Houzz 2017

Categories: JayMarc in the News | Posted: January 17, 2017

JayMarc Homes received Best of Houzz 2017 for Customer Service

JayMarc Homes is excited to announce that we were awarded Best of Houzz 2017 for Customer Service. We are humbled and honored to have received this award two years in a row.

The Best of Houzz is awarded annually in three categories: Design, Customer Service and Photography. Design award winners’ work was the most popular among the more than 40 million monthly users on Houzz. Customer Service honors are based on several factors, including the number and quality of client reviews a professional received in 2016. Architecture and interior design photographers whose images were most popular are recognized with the Photography award. A “Best of Houzz 2017” badge will appear on winners’ profiles, as a sign of their commitment to excellence. These badges help homeowners identify popular and top-rated home professionals in every metro area on Houzz.

Below are a few of the reviews from JayMarc family members that helped us achieve this honor.

JayMarc Reviews from homeowners

Our team would love for you to become a part of the JayMarc family and help you in your journey to building or discovering your dream home. Visit our website more information.

 

About Houzz

Houzz is a leading platform for home remodeling and design, providing people with everything they need to improve their homes from start to finish – online or from a mobile device. From decorating a small room to building a custom home and everything in between, Houzz connects millions of homeowners, home design enthusiasts, and home improvement professionals across the country and around the world.

 

Demolishing Cancer with CanCan Education Program

Categories: JayMarc Homes Events, JayMarc Homes in the Community | Posted: December 28, 2016

CanCan Rivkin Center

 

Last September, CanCan, an ovarian and breast cancer education program merged with the Rivkin Center for Ovarian Cancer and hosted a fundraiser to raise money for the Rivkin Center program. 100% of the proceeds went towards the program. The event raised $400,000! What an exciting accomplishment!

An exciting part of the night was the Raise Your Paddles portion where everyone was invited to bid on items. JayMarc Homes participated in the event this year, donating two demolition experiences where you get to sit in an excavator and help the JayMarc team demolish a home!

Last week, the first family to purchase the demolition experience got to help demolish a home in Bellevue. After putting on their JayMarc hard hats, Ryan & Pratika Iyer got to business and spent most of the morning demolishing a home with the help of Rino Construction. It was a joy to watch and everyone had a great time!

Scroll down for some fun videos and a live video of the demolition!

 

Patrika & Ryan Iver CanCan Event

Pratika & Ryan Iyer in front of the home about to get demolished.

 

Pratika Demolishing the home

Pratika demolishing the garage.

 

Ryan demolishing the home

Ryan taking a go at demolishing the home.

 

A big shout out to Rino Construction for taking the video and helping out with the demolition.

 

JayMarc Homes is very proud to have contributed to the Rivkin Center and CanCan program and help in the fight to demolish cancer!