Named President of the Home Builders Association of Lexington for 2002, Bill Pickett believes strongly in attention to detail and outstanding customer service — based on a single critical factor:

"When it comes to the bottom line, it’s my name on that sign," he says.

When Bill and his wife Barbie decided to create Pickett Homes in 1991, the two sat down and discussed the kind of builders they wanted to be.

"Basically, we wanted to have a product we could be proud of and would want to live in personally," Bill says. "Obviously we’re in the business to sell, but we’re also in it to deliver a product that people want."

In analyzing what could separate Pickett Homes from most homebuilders, Bill said that one message kept coming through from friends and customers.

Overcoming 'Horror Stories'
"You hear a lot of horror stories," Bill says. "You run into a lot of people who either had a bad experience or heard of someone who did. As a result, a lot of people have a chip on their shoulder when they walk in. You have to overcome that. And the only way to do it is to be professional and straightforward with people."

Customer service is not just a catch phrase for Bill Pickett. It’s the way, he says, to build trust and create "harmonious relationships" that make for satisfied customers and repeat business.

"Generally speaking, customer service is almost a joke," Bill says. "If you go to the drive-thru or the dry cleaners or the grocery, people’s expectations of service are so low that they almost expect to be treated shabbily. When people get anything above a low level of service, they’re thrilled. Well, we don’t try to be average at service. We shoot for the high side. It’s never been my intention to be average in anything I do."

'Not All Homebuilders Are the Same'
While the building process Pickett Homes employs is designed to cover every aspect up front, unexpected problems occasionally arise. It’s the nature of the homebuilding business in general. But that’s when you discover that not all homebuilders are the same. Bill says that open communication with the buyer and a strong willingness to address a problem separate the best from the rest.

"We’re human," Bill says, "We do make mistakes. Sometimes, some things don’t get done right the first time. But, we do stand up and promise to make it right. If something isn’t, we will make it right — with no questions."

A 'Black-and-White' Guy
Prior to becoming a homebuilder, Bill was the operations manager at Lexington Center. Before that he served as a policeman for six years. His police force experiences convinced him that discerning between right and wrong was critical — in business as well as life.

"I do have a strong sense of right and wrong," he says. "My first job out of college was with the police department. You learn quickly on the force that there are right things and wrong things — and there’s just not a lot of gray area most times. I’m pretty much a black-and-white guy. It’s either right or wrong, yes or no."

That attitude has carried over into the way he runs Pickett Homes.

"Ethics and morality in business are sorely lacking," Bill says. "These days, there’s way too much not being done the right way."

As a former executive director of the Home Builders Association of Lexington told the Lexington Herald-Leader: "Bill has more good ideas than anyone I’ve met. He has an intensity and love for this business that is impressive."

Doing it the right way is Bill Pickett’s guiding principle. After all, it’s his name on that sign in the front yard.