Construction Playbook

PRE-CLOSING ORIENTATION (PCO) Purpose & Overview Months of effort culminate in a finished home that is 100% complete and delivered on-time. It is a day to celebrate! At Century, we do not conduct traditional “blue tape” walks and should be intentionally communicating that our Pre-Closing Orientation (PCO) is an “orientation” and a time to celebrate and educate. The PCO is not a time for Buyers to “punch out” or help “finish” their home. The home should be 100% complete and in “showroom” condition. Participants 1. Lead – Construction Manager or Customer Relations Manager (Depending on division staffing/ structure) 2. Buyer(s) – Preferably only the Buyer(s) on record and immediate family as necessary (outside inspectors are prohibited from attending orientations) 3. Community Sales Managers and Customer Relations Managers (when available) are encouraged to stop by the PCO or attend the Signoff portion of the process. This is a great way to congratulate, ensure a positive hand off, and to reassure the Buyer(s) we are a cohesive team. Time Required The PCO will generally take 1½ – 2½ hours, depending on the size of the home. BuildPro Use the Century approved BuildPro PCO process and digital form. Scheduling 30 days prior to the COE, the Escrow Coordinator will send a 30-day letter to the Buyer(s), including the anticipated PCO date. This letter also sets expectations of the upcoming PCO – who should attend, the amount of time it should take, what to bring, etc. Sample conversation to set up the PCO: CRM to Buyer: “Mrs. Smith, hello! It’s Janet with Century Communities/Century Complete.” Buyer: “Oh, hi, Janet – so good to hear from you again.” [“Again” because you’ve already made contact prior; a rapport has been established.] CRM: “Guess what, Mrs. Smith – your home looks fantastic! It’s so close to getting done.”

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