Construction Playbook

Best Practice Options • Schedule a Teams call – if the Buyers are relocating from another state, leverage technology to enhance the experience. Utilize screen sharing to review plot plans, available options, and other relevant details. Provide information that will generate excitement about the home being built by Century. If possible, involve Sales and Customer Relations teams to further support the process. • Conference call – on your smart phone, call the Buyer. Your smart phone has the ability to patch multiple phone calls into a conference call. Conference in your Sales and other community teammates. If there is more than one Buyer on contract, patch in the other Buyer. Unlike a Teams call, you cannot share your screen. However, you can convey your excitement, friendliness, and professionalism on the call. • Meet the Buyers on the jobsite – some Buyers are eager to see their to-be-built or spec home in person. Offering this option to the Buyers would enhance their experience which promotes our “Century Proud” culture. Should you pursue this option, think about capping the timeframe to no more than one hour. Ensure the Buyers are given hard hats, and no Trade activity is occurring in the home at the time of the orientation. Best Practice: While Century primarily builds spec homes, it is still a great idea to introduce yourself to the Buyer(s) after the contract is signed. One way could be sending an email with your picture, along with a quick story about how long you have been building homes. Another option is making a phone call to introduce yourself and begin forming a relationship with the Buyer(s). Making a personal connection will make them feel confident about their choice of purchasing a Century home.

What are ways you can provide an exceptional experience at the NBO? Cite examples you intend to employ. 1.

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52 | The Century Experience | CONSTRUCTION PLAYBOOK