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When it comes to building strong business-client relationships, more needs to come into play than courteous service representatives or an interactive website. Home Warranty of America (HWA), an Illinois-based leader in the home warranty industry, takes customer relations seriously—which is why they strive to go above and beyond with the services they offer.

“HWA has been nothing but top notch, from the top executives to the sales people to the service people that make repairs,” says Andrew Duncan, team leader/owner of The Duncan Duo & Associates at Keller Williams in Tampa, Florida. Duncan, who loves HWA’s 13-month program, says his clients are not the only ones who have been consistently impressed with the company’s service and warrantees. Duncan’s team owns several rental properties and has put HWA warranties on all of them. “I think they really get the plight of the REALTOR® and how they can assist us, our clients and our businesses,” states Duncan.

For Duncan, choosing HWA over competing home warranty providers was easy. After meeting HWA VP of Sales David Sobel at an event, Duncan realized HWA was all about giving—a rarity for a company they weren’t even partnered with yet. Duncan notes that Sobel “was so giving as a business owner, and gave us great ideas for growing our business, marketing ideas, hiring tips, etc. It was something we hadn’t gotten from a home warranty company.” Duncan continues, “We figured if he was this giving before we were even doing business with them, then the culture of his organization and what they stood for was probably right in line with ours.”

The way HWA puts value on customer feedback shows Duncan that they value him not only as a client, but also put stock into his business as a whole. “Some of their technology tools are also great as drips for our marketing systems and they are constantly coming to their REALTOR® clients and asking them what they need from HWA,” comments Duncan. “You can see they truly care about helping agents grow and providing a win-win relationship.”

Simplifying the warranty process is one way HWA offers a win-win situation for their clients. With a website that, according to Duncan, makes the warranty process painless and includes forms that are easy to explain, HWA also regularly provides materials to help clients choose an appropriate home warranty. “In many instances it helps to provide a value proposition in marketing the property or in protecting the buyer for costly repairs post-closing,” Duncan explains.

Spending time cultivating superior relationships is a strong point for HWA. “When one of the top-level people spends an hour on the phone with me to give me tips to help me grow my business, hire better, create more sales, create more advertising budget—it’s priceless,” concludes Duncan, who has never received comparable service from such a company. “We’re both business owners, and to have a colleague willing to help you in that environment with a real estate-related service—it’s invaluable to me.”

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