With degrees in construction management, economics, and business administration, brothers Jeff and Rich Stone bring an impressive educational background to the custom building business. But they’re not through learning yet. The $15 million business they founded only five years ago is all about gathering data, incorporating new information, and leveraging knowledge to build a better process for their clients and a better company for themselves.
The Stones first studied their market, which, Rich Stone says, is served by “a lot of onesie-twosie builders, who build a good home but can’t follow through with the process.” Their company, Northstone Builders, distinguishes itself by offering a comprehensive process aimed at making the client experience as stress-free as possible. Prospects who call on the phone always reach a person rather than an answering system. Well-designed print materials orient clients to the company’s design/build process. “We have been able to develop a relationship with a couple of architects who reflect our architecturalstyle as well as our price point,” Stone says. Design meetings are held at the company’s offices, and architectural fees are billed through the builder. An in-house interior designer and showroom speed product selections, reducing client stress and keeping projects on schedule.
Having got their company off to such a healthy start, the Stones have dedicated themselves to continuous improvement based on customer input. Northstone surveys its clients (via a third-party service) not only at the close of each project, but also at the midway point, when there is still time to smooth any points of friction. “Most of our clients are business professionals, so they’re used to having a say in the operations of whatever they’re involved with,” Stone says. After completion, an online form gives homeowners an easy way to request warranty service and the company a means to capture more vital data. “Now we can track how long it takes us to service warranty calls,” Stone says, “who takes the longest to do them, and what kinds of calls we’re getting.” Which means that, as good as Northstone is already, we expect it to become even better.
Northstone Builders, Houston; Type of business: custom builder; Years in business: 5; Employees: 10; 2007 volume: $15 million; 2007 starts: 15
