What is the Process and Follow-up from Your Builder?
Many new home buyers are cautiously optimistic about the builder and process that goes into building a new home. Oh yes, there is the search for the land, the house design and plans, what to put in the house when it is finished and Oh yeah, let's hope we don't have any problems with the construction after the home is built.
Well, I recently came across a developer that provided a process they use in building a new home. I'm very fond if the idea of keeping the new owners aware of what is going on through out the process of the building of their new home. I like to take pictures of the development and provide them to the new home owners, but I would like to applaud any builder that will provide this level of involvement in the home building process with the buyers.
The steps in the process go as follows:
■ Step One: A pre-construction meeting. This begins with the new homeowner sitting down with the building company and walking through the entire building process. The meeting starts with an introduction to the members of the construction team and provides the opportunity for the buyers to ask and receive answers to any questions regarding the home features and the construction timetable.
■ Step Two: I think this step is really valuable in that it is the pre-drywall walk thru. Prior to any drywall installation, the homeowner gets a guided tour through the home to inspect its interior framework, plumbing, electrical and other findings so the homeowner can have an opportunity to know what and where blockages will be after drywall is installed. They can view the quality of construction, verify installed and optional features selected and ask any additional detailed questions.
■ Step Three: The quality assurance inspection. The happens when construction of the home is complete and before the final walk-through. The builder conducts its own quality control check by sending a representative through the home to ensure everything is in proper working order and up to quality standards. Any needed repairs or touch-ups are made at this time and the home is thoroughly cleaned in preparation for the final walk through.
■ Step Four: The final walk through prior to closing. When the home is complete, a representative of the builder takes the homeowner on a room-by-room inspection and information tour to demonstrate the quality features and operating procedures for all aspects of the new home. Any information about appliances, heating and air conditioning, shut-offs for sprinkler systems, etc.. are gone over and explained by the company representative.
■ Step Five: The 30-day follow-up. Once the homeowner is settled into the new home, the builder's representative contacts the homeowner to check back via phone or visit to ensure customer satisfaction.
■ Step Six: The 3-month follow-up visit. The builder is committed to not only customer satisfaction but "customer delight," with a service check approximately three months after the homeowner closed on the home to make sure there are no potential service issues.
■ Step Seven: The 11-month follow-up visit. Eleven months after closing, the builder again takes the time to perform a service check on the home. At this time any necessary warranty work is scheduled, issues are discussed and any questions that the homeowner has at that time are answered.
Now that's what I call service with an exclamation point! If we had more builders provide this type of service with the homeowners, the building industry would weed out the complaints and bad marks given by the substandard builders. I applaud this effort!
What do you think?
David L. Britt, MBA
Olathe, Kansas
David L. Britt Real Estate
Heritage Real Estate
The Heritage Real Estate Team
Olathe Neighbors 
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