Communication. Track such items aggressively with at least a weekly review of outstanding business. Maintain a seasonal work list showing job numbers and items needed. Communicate with waiting homeowners. For instance, in the early spring, send e-mails to weather-impacted homeowners letting them know they have not been forgotten and providing an approximate schedule for completion—then beat the schedule. (These communications will take much less time than responding to angry messages or threatening letters.)
Analysis. Study orientation lists. Ask why each ended up still needing attention and begin, one by one, to eliminate the causes. Whether the cause was mistakes in communication between selections and construction, tardy issuing of purchase orders, poor scheduling habits in the field, casual quality inspections, or damage trades cause to each other’s work, with attention most can be eliminated or at least reduced.
Impact. One of the benefits of this effort is the impact it has on warranty work and costs. Homeowners who believe their home was delivered complete and at the level of quality promised exhibit some desirable behaviors. They are more willing to take an active part in maintenance and they report fewer items to warranty.
Frustrated buyers, on the other hand, continue inspecting because the incomplete details keep the condition of the home uppermost in their minds. Anger and disappointment generate revenge lists which often include nit-picky items. Whether you fix or deflect the items, you pay a cost in time and possibly dollars or goodwill. The extra work means you respond more slowly to all of the homeowners who need attention. This negative cycle is best avoided. A satisfying warranty relationship benefits all parties and stimulates future sales. Set yourself up for this by delivering a complete home.
Carol Smith offers customer service assessment, consulting, and training programs for home builders. She can be reached at csmithhomeaddress@att.net.
