Construction Playbook

THE CENTURY EXPERIENCE BEST PRACTICES RECAP Listed below are a few “Best Practices” that should be adhered to when planning for, conducting or following-up on any one of the above listed steps. Though not inclusive, it is a good start! • We often get so lost in the day-to-day operations we forget what a big moment purchasing a home can be. Remember this as you meet with Buyers/Homeowners. • When communicating with the Buyer/Homeowner, show appropriate excitement and enthusiasm about the importance of the steps in the process. • Make the most of your weekly Team Meetings to communicate and discuss Buyer/Homeowner hot buttons, upcoming steps to be scheduled and any other pertinent information. • Set fair expectations, with the intention of exceeding Homeowners’ expectations. Better to say, “I will give you a call in two days” and call them in one versus telling a Homeowner you will call them tomorrow and call them in two days. • Buyers/Homeowners may never remember the things we say to them, but they will always remember how we made them feel. Remember this during each interaction. • Use your Outlook calendar to schedule future visits so no Homeowner is overlooked, and we can follow through with our commitments. For example, if a Homeowner reaches out at 6 months and mentions nail pops and drywall cracks, inform the Homeowner we address all fit and finish items towards the year end. Place a note on your calendar so when you reach out towards the end of the year, you will remind them of the items they requested. They will be amazed you took notes and remembered the items they mentioned. • If you are running late to a Homeowner appointment, let them know as soon as you can. Showing up late or not showing up for a Homeowner meeting is unacceptable. More so, it is common courtesy and you would expect the same from someone else who is running late. • Always show up with a smile and a warm welcome. • It is a good idea to email Homeowners after a visit, repeating what you have agreed to (along with items you stated are not covered). This indicates you are a person who follows through.

72 | The Century Experience | CONSTRUCTION PLAYBOOK