Today, everybody talks about customer service and satisfaction. What does it mean to someone who is buying a new home? What does a homebuilding company really mean when it says, "We are service oriented"? 

In a nutshell, it means that the builder puts you, the customer, first. The company is building your home and working to satisfy your needs. The builder strives to make each step in the buying and building process easy and worry-free for you and your family. And you are still treated as a valued customer long after you take possession of your new home.

Size of the company has little to do with service. Large or small, today’s building companies work hard to provide personalized service to each and every customer. Here are some thoughts on what you can and should expect when it comes to service.

Expect the builder and/or sales and site staff to be:

• Open and upfront -- good service begins with honesty, trust and good communication
• Knowledgeable -- good service depends on in-depth product and process knowledge
• Prompt and efficient -- good service sets and respects realistic timelines
• On your team -- customer oriented builders and staff work for you and with you

When you first visit the sales office or model home, expect the builder or staff to:

• Be interested in knowing your needs and wants right away, and what’s important to you: Style, size, features, amenities, price range, location and your schedule. That way they can show you the most suitable homes and options.
• Take you on a tour of the display home(s), if available, or give you detailed descriptions of homes based on scale models, maps, drawings and blueprints.
• Explain the company’s flexibility in design and finishing, and your opportunities to customize.
• Tell you about the development and the area in detail -- who has bought to date, long-term plans, amenities and features, schools, transportation, shopping and so on.
• Provide you with helpful information to take home.

Once you are ready to buy, expect the builder to:

• Give you an accurate and detailed price, no unknowns or surprises later.
• Respect your wish to think about it and not pressure you to sign a contract.
• Give you a clear explanation of the entire buying and construction process -- who is responsible for what; construction and payment milestones; what’s needed on closing.
• Give you an idea of closing costs – what’s involved, and general cost ranges.
• Appoint a contact (e.g., the builder, the sales manager or the salesperson) who will always return your messages promptly and never be too busy to deal with you.
• Make arrangements for your site visits during construction.
• Give you regular progress updates.
• And of course, deliver what they promised, when they promised.

Once your home is completed, expect them to:

• Explain how you are protected by a mandatory warranty and how to request after-sales service.
• Explain what you can expect the first year, and a schedule of contact and check-ups by the company.
• Ask you what you think about your new home, their company and your buying experience.

Professional new home builders know that the quality of their service is as important to you as the quality of the home. 

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