Construction Playbook

THE CENTURY EXPERIENCE

THE ROLE YOU PLAY Let us take a closer look at Customer Relations role in the process to create a great experience for our Homeowners. Customer Relations Managers are geared to be the extension of our brand and our brand promise after the close of the home. NEW BUYER ORIENTATION (NBO ) – CCS Only Purpose & Overview Whether a dirt sale or spec build, the New Buyer Orientation (NBO) is initiated after contract and is the vital step in setting proper expectations with our Buyer. During the NBO, not only do we set expectations for communication, schedule, and safety, but we also review how our homes are built, explain what makes our product different, ensure option accuracy, explain our policy for visitors to the jobsite, and review the anticipated schedule of when the home will be delivered. More importantly, by connecting with the Buyer(s), we have an opportunity to establish trust, and with it, a means of communicating with them so they have the peace of mind they chose the right home, from the right 1. Lead – Construction Manager 2. Buyer(s) 3. Community Sales Manager 4. Customer Relations Manager (if applicable, not all communities have dedicated CR staffing) Time Required The NBO can take as little as 10-15 minutes. Scheduling Once the Buyer enters into a contract, the NBO is usually planned as soon as possible by the community team. The completion of the NBO is more significant than who sets it up with the Buyer. Preparation The Construction Manager is primarily responsible for this step. Once the NBO date is confirmed with the Buyer, the Construction Manager should inform both Sales and Customer Relations (if applicable) by sending an Outlook meeting request. Ensure the lot and/or home is clean and free of debris. homebuilder. Participants

CONSTRUCTION PLAYBOOK | The Century Experience | 51