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Why not be great? That question should not cause anyone to fear greatness. But all too often in the new home construction industry builder's do negative things to themselves and their business in regards to customer service. The service I speak of is the completion of the construction "punchlist" in a timely manner, as well as, the "home warranty" period for the 12 months following the closing of the sale of the new home. What would be great is if the builder would institute a "satisfaction guarantee" policy similar to what retailers like L.L.Bean and Costco have. You don't like what we sold you we fix it period or give you your money back.
thijoh, Jun 27 2007
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It would be great however:
A home isn't as easy to take back as a pair of jeans are.
Some problems may not show up until later on.Some builders will try and pass the buck, or poorly fix the problem.
Why not be Great? Do what is right, 12 months or later shouldn't matter. Believe me a builder knows when something is their responsibility no matter home long the warranty.
A construction project is a complex system of laborers and sub-contractors. The probability that something will be wrong with new construction is very high, almost an absolute. The only reason why anyone can buy a new home is because they are willing to overlook defects in construction.
The cost to ensure that new construction is perfect is so great that only the wealthy would be able to afford buying a home.
I have never been in a new home that did not have visible defects.
How would a contractor make any money if he had to refund construction costs to EVERY homeowner?
Well James, Why not? Offer to the homeowner a bumper to bumper premium home maintenance plan. A plan that would not only cover builder defects through the warranty period, but would include coverage of the window that was accidently broken by a baseball when Tommy misfired his throw, or the damage to siding by the teenage driver who misjudged the portal of the garage. Build the cost of it into the price of the home. Offer the plan as subsciption. Research confirms that most of the new home defects are discovered in the first year. The additiional business referrals received from the evangelical customers, not just satisfied customers, would put a builder head and shoulders above his competitors.