Part 6, How To Have A Successful Custom Home Building Experience
Excellent service after the home is completed. The long awaited moment has arrived. All the construction work has been completed. Today is the closing and the Builder is receiving the final payment. The last few weeks have been a flurry of activity and the Owners have noticed a few small details that are just not right. They wonder, is the Builder going to take care of these items?
Not to worry, the Builder has an excellent reputation and has completed hundreds of homes but still….. It’s time for the “final walk through”. Even the name makes you wonder, is this the last opportunity I have to see anything that might become an issue? Remember you picked the right Builder and he has been performing like a trained seal over the last year.
During the final walk through or “customer orientation”, the Builder demonstrates how to operate the thermostat, location of the HVAC filter and various aspects of the home. It’s another opportunity to explain the built in quality features and reinforce why the Owners made the right decision when they selected him to build their home. He explains the service procedure and what to do in an emergency. It’s also an opportunity to point out those few small details that you noticed are just not “up to snuff”. He makes note of the items and sets an appointment for the service work 10 working days in the future. This provides enough time to order materials, schedule workers and for the Owners to move into their home. The walk through list should only contain minor items, not install kitchen cabinets. Minor items and adjustments on a list not more than 25 items (not including paint and drywall touch ups) on a good size custom home. If there is a long list or the items are major, the house is not ready to turn over to the Owners. Keep in mind, 10 different people can walk through a home and come up with 10 very different lists. Just because the Builder didn’t take care of something that is quite obvious to you doesn’t mean he’s blind or not going to take care of it.
After the Owners move in, smart Builders follow up with a phone call to see if there are any annoying issues that may have developed so they can be taken care of right away, instead of waiting for sometime in the future.
The 10 day service appointment date, to take care of the walk through items has arrived and the Builder shows up on time with his team of workers to knock out the final walk through items. This is an opportunity to impress the Owners! The process is organized and the Builder is there to make sure all the items are taken care of in one day. Since painting touch up on the service items cannot be completed until all the items have been addressed there may be an occasion when the painting may need another day.
The Builder reinforces the company service process and lets the Owners know to keep a list of any small items that may crop up and to let them know the workers can return in 30 days to take care of any other items that need attention.
After the 10 day service appointment items have been completed the Builder will ask the Owners if the walk through items have been satisfactorily addressed and send a confirmation email to that effect. This is normal procedure and designed to eliminate any miscommunication regarding the service work.
With most Custom Homes, another service appointment in 30 or 60 days after the final walk through is all that’s needed for the Owners to feel the Builder has provided a quality home and performed his obligations under the warranty period. Of course, the Builder is still committed to perform service for the first year and will be available for another service appointment prior to the end of the warranty period.
Most Custom Builders contact the Owners 30 days before their warranty expires and ask if a service appointment is required. The Builder visits the Owner’s home and answers any questions they may have and make note of any items that need attention. Again, a new service appointment is scheduled 10 days from the visit so the Builder can arrange for materials and labor to complete the items in 1 day.
After the warranty period expires, quality Builders are still available if the Owners require any additional help with their home. They may need information regarding availability of materials or who they may contact if a future issue may develop. The Owners may need the Builder to visit there home to look at something they don’t quite understand. After all, a relationship has been established between the Owners and the Builder of their home and each should be able to reach out if something is needed.
Have an awesome day!
Mike
John, on a home to be constructed where the buyer is providing the financing, a normal deposit is 10% of the contract price.
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