What Do Homeowners What From A Successful Custom Home Building experience?
Let’s say, you found the perfect contractor (How To Select A Custom Home Builder?) have your financing all set up and signed a contract with the Builder for a great price! What is it going to take to have a successful home building experience? Both the Builder and the Owners want this process to go smoothly but how can that happen unless all parties know what the other expects?
Before we begin, perhaps I should define what factors make up a success building experience? As with any relationship both parties desire something, have obligations and 100% responsible for the success or failure of that relationship.
From the Homeowners perspective:
A Builder that listens.
Timely communication.
On time and within the budget requirements.
Minimal stress.
A home that meets the families needs.
Excellent service after the home is completed.
Great resale potential.
Help with future home issues even after the warranty period.
From the Builders perspective:
Homeowners that are willing to be guided because they trust the Builder's judgement.
Decisions made timely.
Clearly communicate what they want.
Minimal changes once construction begins.
Treat the Builder fairly. Timely payments.
An excellent reference for future buyers.
Encourage the Builder to show their home to new home building prospects.
Look for opportunities to help the Builder sign more home building deals.
From the Owner’s perspective:
1. A Builder that listens- as with any relationship listening is vitally important. If you sit down with a Builder and he’s not listening to you, find another Builder. Typically, this issue is particularly important to women. Unfortunately, most Builders are men and men have a reputation for discounting or not listening to women. That’s a really bad idea, as most homes are built with 80% of the input from the Owner’s wife. In fact, after the deal is struck, most often the husband goes back to his work and the Builder constructs the home with the wife and the Interior Designer who is most often a woman too. It’s dangerous to generalize as everyone is different but my main point, find a Builder that will listen to you.
Site & Phone Meetings afterwards, the Builder should follow up with notes distributed to all attendees. This way, the Builder mirrors back his understanding so you know “he gets” what the Owners want. There are lots of details to a new home and it’s vital that information is clearly understood. This system prevents all kinds of problems. The Most Important Question a Builder can ask in one of the 1st meetings with the owners, if we were sitting down 1 year after completing your new home what would I have to do between now and then for you to be completely satisfied with us as a building company? After asking this question, now is exactly the time to sit back and listen carefully to what the Owner’s say. Afterwards, send an email confirming what you heard. This understanding becomes part of the Builder’s notes to be referred to periodically during the construction process. Making sure he is focused on what’s important to the Owners.
2. Timely Communication- few things are more frustrating to Owners than not hearing from their Builder timely. Sure, we are all busy but a returned phone call within 24 hours is quite reasonable. With all the technology available, cell phone, texting and email, there’s really no excuse. After all, the homes construction is moving along and if an item of concern is not addressed if may be covered up and missed. After site meetings, information has to be distributed to all concerned quickly so it can be implemented without additional cost. Notes from all meetings to be distributed within 24 hours.
3. On time and within the budget requirements. On Time Delivery starts with the Building Contract (How Quickly Can The Builder Construct My New Home). The building time-frame (8-12 months) is written into most construction documents. The clock starts ticking (Homeowners-ask-when-can-i-move-into-my-new-custom-built-home-) the day the Building Permit is issued. Of course, a large number of activities have to take place between the issuing of the permit and when the keys are handed to the Owners.
Weekly Status Reports sent to the Owners as well as main team members (Realtor, Interior Designer, Architect, Owners and Builder) so everyone is kept up to date with the project.
The status report covers:
• Reaffirm the homes completion date.
• What was accomplished this week?
• What items have been started but not yet completed?
• What activities are scheduled for next week?
• Items needed from the Owners to keep the project on schedule.
• Attach a photo from live web camera for each work day.
A status report cuts down on the finger pointing. The key team members know what’s happening with the project and what they may be doing to hold things up. If the project is falling behind everyone is aware and steps can be taken to speed things up.Attaching a photo from each day documents the progress on the home and provides a visual record.
Building Within The Budget Requirements- takes discipline and careful planning.
• Signing a fixed price contract (when-building-a-home-cost-plus-or-fixed-price-contract-) is the first requirement.
• Owners make all their selections (how-do-owners-save-money-when-building-a-home-) prior to the commencement of construction. With this approach, there are no “allowances” in the contract to exceed.
• The only way to exceed the budget (change-orders-is-my-home-builder-ripping-me-off-) is with a signed change order. Each C.O. also states how much the building time-frame is to be extended due to the change.
4. Minimize Homeowner Stress. What if the Owners could just sit back and enjoy watching their dream home become a reality knowing how much their home is going to cost and not run around making last minute decisions?
Tom, the Builder called and said, I need to select all my appliances today so they can be ordered or our home will be delayed for a month? You can just imagine the stress the Owner is feeling in this instance. Building a Custom Home doesn’t have to be this way.
Instead, while your home plans are being designed the Owner works with the Interior Designer and makes all the decisions before you even sign the contract for construction. There is a preliminary meeting with the Builder’s Interior Designer to understand what type of appointments you would like included in your home. The Designer goes off to visit all the Builders suppliers, returns with samples then provides a room by room presentation of everything that you would like to have included in your home. Tile, carpet, cabinets, appliances, counter tops, paint colors, ceiling treatments etc. Everything to make a house a home and what they cost. Perhaps, this may take 2-3 meetings to get everything just right but it sure beats running all over town for weeks and weeks and trying to remember what you selected at the flooring company 2 months ago.
All the finishes are displayed at one time so you know just what each room in going to look like when it’s completed. The Builder can include these items in the final contract pricing. If the total exceeds your budget, adjustments can be made before construction commences. Now that you know what your home is going to look like room by room and how much it’s going to cost to make your dream a reality, its time to sit back and watch the dream materialize. This is the fun part of building. All the tough issues are behind you, relax and enjoy.
5. 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 counting paint and drywall touch up) 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 item 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 Owners home and answer 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 and before the warranty period expires.
After the warranty period, 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.
6. Great resale potential- is possible if you hire an experienced team and listen to their advice. A solid team consists of a Realtor, Interior Designer, Plan Designer and of course the Builder. This group of experts do this every day and have years of of experience. Ignore their advice and it’s going to cost you “big time” when it’s time to sell your home. Seldom do I hear, “we want you to build our custom home but we are only going to live here for a few years before we sell”. Usually, it’s, “this is going to be our last home. The only way I’m moving from here is feet first”! Unfortunately, kids grow up and move away, employment situations change, unforeseen events take place and yes, even marital statuses change. No matter how certain you are that you are never going to move again, it’s smart to have a contingency plan.
The Realtor brings a wealth of resale market experience. They have their finger on the pulse of home buyers. They know what homebuyers like and what they don’t. Are you over building for the neighborhood? Is this a floor plan that will meet the needs of a large enough segment of the resale market? Does you home have the features that buyers in this price range would find attractive? These are all very important questions that you should ask before you build your home. The wrong answer can cost you not just a little money but tens of thousands of dollars!
Using an Interior Designer (ID) is perhaps one of the best values when building. For perhaps $1-$2 per SF of living area you can creat a home that is head and shoulders above the competition. They help you creat the “sizzle” that will really make your home memorable. Homeowners ask, can I afford an Interior Designer? I usually respond, you can’t afford not to have an interior designer. Owners think it’s all about selecting paint colors, not hardly. A competent ID helps with so much more. They sit down with you and find out what you like, then offer suggestions on how to achieve the look you have in mind at a reasonable cost. The ID is an important ally that helps coordinate flooring, trim, window treatments, hardware, traffic flow, furniture placement, lighting, plumbing fixtures, set budgets, cabinets, counter tops, ceiling treatments and so much more. The ID completes all the selection sheets that are distributed to the rest of the building team. A vital part of the construction process. The right ID helps you stay within your budget and saves you money. When I build a “model home” the ID is one of the first people I speak with. I can’t afford not to have her on my building team.
The Plan Designer (Architect) places the home you have in your mind on paper. He listens to you and finds out the needs of your family and how you live. Takes all that information and translates that into a language the building trades understand. All while making sure you “dream home” fits on the building lot and meets the local building codes and HOA requirements. The Plan Designer does all that while at the same time creating a design that meets your budget and makes your home exceptional when it’s time to sell and move on.
The Builder is the overall coordinator that sees the entire picture. He assembles the individual team members and knows from experience if your home is headed in the right direction. A balance between the dream in your minds eye, budget requirements, resale potential and low maintenance. If you select the right Builder it will make a big difference to your homes resale potential. He has to guide you and have the courage to let you know when you are about to make a big mistake or encouraging you to look at another option that is in your best interests. A Builder is like an indian guide. He leads you through the almost endless choices and keeps you from making terminal decisions. Frankly, it’s all about having a Builder’s Team that supports you the Owner, to make your dream a reality instead of a resale nightmare.
7. Help with future home issues even after the warranty period. Selecting a Custom Home Builder is much more than just getting a great deal, it’s about a relationship. It’s obvious the Builder you select is going to construct your home according to the contract and specifications. Additionally, he is going to take care of issues that may pop up during the warranty period but how about after the warranty? A great Builder will teach you how to maintain your home so it keeps it’s value over the years (how-do-i-maintain-my-central-florida-home-). A Builder that’s available when you have a question about a maintenance issue or need a subcontractor or supplier reference.
The Owners may be looking to pressure wash or replace a piece of window glass after their son broke it playing baseball with a friend. Years down the road, long after the Owners move into their home issues pop up and the only one that can help them is the person that built their home. Sometimes it’s a paint color issue and other times something more serious like damage after a hurricane or a unnatural disaster after a teenagers blow out party when the parents are away. The owners may be ready to finish out the previously framed in bonus room, add a new wing on the home or remodel the kitchen. After all, who knows your home better than the Builder that constructed it? Being able to call your original Builder is going to save you a lot of time and money. A new Building is going to charge you to figure out how things were previously put together. The original Builder already knows. It may be time to build a new home to meet the needs of an expanding family. The Builder you already know can help the Owners with all of this and more.
Recently, I had an Owner call me because a new roofer told him his roof was installed improperly and it was going to cost thousands to fix it. I built his home 10 years ago and Mr. Stea was a great customer. I couldn’t wait to help him out even though the roofing issue was a Owner maintenance item. I provided the name of my current roofer who I could trust and he took care of the issue at minimal cost.
Frankly, after the sale service is something to think about before you select a Builder. It may not be something that’s on your mind before you build but it’s going to be important one day down the road.
Continue to follow this post to learn, What Is Required To Have A Successful Custom Home Building Experience- from the Builder’s perspective.
No comments:
Post a Comment