Customer Relations Playbook

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The Customer Relations Playbook outlines how we take care of our Buyers and Homeowners at Century.

CUSTOMER RELATIONS PLAYBOOK 2025 EDITION

CONFIDENTIAL - the information contained herein is proprietary to Century Communities and is not to be shared with anyone outside the organizations. This includes any reproduction of the entire document or portions, including making any physical or digital copies.

TABLE OF CONTENTS

Century Proud

What Does it Mean to be “Century Proud”?

Playbook Overview

Introduction

Customer Relations Manager

Leadership Dress Code

5 6 8 9

Your Primary Responsibilities

Time Management

Homeowner Satisfaction

Homeowner Loyalty

13 13 14 14 15

The Importance of An Exceptional Customer Experience Know Your Customers – Internal and External

Homeowner Feedback

Managing Escalated Homeowner Scenarios

The Century Experience New Buyer Orientation (NBO) Pre-Drywall Orientation (PDO) Quality Assurance (QA) Pre-Closing Orientation (PCO)

19 19 21 24 28 35 39 40 43 43 43 45 47 49 53 56 61 67 67 68 68 71 53

Post-Closing Visits

How to Request Warranty Service

Best Practices Recap

Customer Relations Process Weekly Team Meetings BuildPro Warranty EPOs (Extra Purchase Orders) Mold Notification Protocol Trade Partners/Suppliers

Eliant

Who is Eliant & Why Did We Partner with Them? Sample Copy of the Move-In Survey (CCS only) Sample Copy of the Century Complete Move-In Survey

Safety

Safety Overview Safety Policies OSHA Certification

Miscellaneous

myCentury

71 72

Century Communities University

Takeaways

CENTURY PROUD

Externally, “A Home For Every Dream” is our tagline for future and existing Homeowners. Internally, our goal is to be “Century Proud” in everything we do, every day.

WHAT DOES IT MEAN TO BE “CENTURY PROUD”? As a Century field associate, there are three components of being “Century Proud”:

• Represent yourself in the most professional way possible. How you carry yourself, how you speak, how often you smile, and your attire … all influence how our Trade Partner/Suppliers and Homeowners perceive you. • “Every Home. Every Room. Every Day.” Walk your communities every day and ensure your site, entry, landscaping, signage, model, and production homes look picture-perfect. How our communities look, and feel is a direct reflection on our company and the pride we take in our work. • Provide a first-class experience to every Trade Partner/Supplier and Homeowner every day. Effective communication, scheduling, and jobsite management will lead to faster build times, high quality homes, and delighted Homeowners. As a valued member of the Century team, we challenge you to be “Century Proud,” and give your personal best each and every day.

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2 | Playbook Overview | CUSTOMER RELATIONS PLAYBOOK

PLAYBOOK OVERVIEW

INTRODUCTION The Customer Relations Playbook outlines how we take care of our Buyers and Homeowners at Century. Whether your title is Customer Relations Coordinator, Customer Relations Specialist, Customer Relations Manager, Senior Customer Relations Manager, Area Customer Relations Manager, Director of Customer Relations, or Vice President of Customer Relations, this Playbook serves as the best resource for all things related to your department and role. Throughout the Playbook, we will use the title of Customer Relations Manager for ease of explanation. Understanding and putting this information into practice offers you the greatest chance for success in your role at Century.

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4 | Customer Relations Manager | CUSTOMER RELATIONS PLAYBOOK

CUSTOMER RELATIONS MANAGER

As a Customer Relations Manager, you will manage a myriad of tasks in the scope of your job. Most important in your role is the management of The Post Close Homeowner Experience. Delighted Homeowners, aka “Raving Fans”, can be a significant source of referrals or repeat buyer revenue. For example, the most profitable and reputable car companies focus on the service experience, knowing full well that the service experience can increase the likelihood of repeated sales and word-of-mouth referrals. Said differently, when we take care of our Homeowners, Customer Relations becomes our post-close sales force. Our customer base could very well buy another Century move-up or affordable home down the road. Though we execute well-planned processes to enhance The Homeowner Experience, it is often the relationship that makes the difference between a satisfied and a delighted Homeowner. Because of the importance of your role, we will spend the next few sections further explaining your duties. LEADERSHIP Leadership is not confined to management roles. Reflect on the ways you can demonstrate leadership on a daily basis. Be mindful of your surroundings and recognize the influence you can have on those around you. Embrace the responsibility to make a positive impact. Take ownership of your role and the contributions you make. For instance, if you notice a piece of garbage on the jobsite, take the initiative to dispose of it. If a Homeowner has a question, ensure you respond promptly, ideally within 24 hours. As the leader of your new home community, you are responsible for your entire jobsite, and this includes creating the culture on your jobsite. Take this responsibility seriously and lead as you wish to be led. It may surprise you how your actions, both positive and negative, can have an impact on those around you.

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DRESS CODE Looking the part plays a significant role in being a leader. Our appearance helps us maintain a level of professionalism. Professionalism in appearance helps our Prospects, Buyers, and Homeowners easily identify any Century associate. What does professionalism at Century look like? A consistent Century branded dress code that is clean and free of stains, holes, frays, etc. Customer Relations Managers are required to wear the following every day on the jobsite: • Company branded shirt • Company branded name tag with company logo • Jeans or Khakis (no leggings) • Company branded vest or jacket (when necessary)

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EXAMPLES OF COMPANY APPROVED ATTIRE

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YOUR PRIMARY RESPONSIBILITIES As a Customer Relations Manager, your main responsibility is to manage activities that influence The Homeowner Experience. This includes, but is not limited to, the following: • Present yourself in a professional manner, both in action and appearance. • Manage completion of all repairs by Trade Partners/Suppliers or assigned personnel. • Resolve all Homeowner issues with appropriate team members and Trade Partners/Suppliers. • Use BuildPro Warranty for addressing Homeowners’ service tickets by generating work orders to the Trades out of the system. Use BuildPro for issuing EPOs. • Establish and maintain positive internal and external Homeowner relationships. • Address warranty issues through the statute of repose for your market. • Remain in compliance with Century’s policies and procedures. • As it applies, make contact with Buyers at the New Buyer Orientation (NBO) and/or the Pre Drywall Orientation (PDO). If an NBO or PDO is not feasible, we will discuss effective practices for “connecting” with your Buyers who purchase spec homes later in this Playbook. • Conduct the Quality Assurance Walk approximately one week prior to the Pre-Closing Orientation (PCO). Ensure QA items are complete prior to the PCO walk. This is completed in divisions with sufficient CR staffing. Otherwise, it will be completed by the Construction Manager. • Ensure the Homeowner is educated on all products and warranties. • Ensure the Homeowner is fully aware of the policies and procedures in requesting Homeowner service and emergency service. • Facilitate execution and completion of all Homeowner issues in a timely manner. • Participate in root-cause analysis of issues and send recommendations to your manager. • Be familiar with each of your Trades’ Scopes of Work. Knowing what is in our Trades’ scope will help reduce EPO spend. Remember, our Trades build our homes, not Century. • Determine Trade Partner/Supplier accountability for backcharges. • Authorize payment for work performed within approval limits. Note: we should not be paying Trades

for what they are contracted for nor what is in the Scope of Work. • Follow applicable legal protocol and process necessary workflow. • Provide leadership with regular updates on escalated issues. • Perform other duties as assigned.

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KNOWLEDGE, SKILLS, AND ABILITIES • Ability to handle multiple projects and work in a fast-paced environment while remaining positive and under control. • Ability to effectively work with internal and external partners on all levels and develop positive and productive relationships with a culture of being “Century Proud”. • Well-developed interpersonal skills and the ability to get along with diverse personalities. • Have a “roll-up-your-sleeves” personality and be comfortable working “hands-on”. • Excellent written and verbal communication skills. • Ability to adapt to changing environments. • Attention to detail. • Very organized with systematic approach to achieving accuracy and efficiency. TIME MANAGEMENT In your position, managing your time effectively can mean the difference between a job completed on time and one that is not. When you manage your schedule well, you allow for a smooth transition from one task to another, which leads to a better-quality home and on time delivery to your internal and external partners and ultimately, your Homeowners. By managing your time effectively, you can promote a healthy work-life balance, which results in experiencing success on the jobsite and being able to enjoy important moments with family and friends. Organization of time is different for each manager. You are encouraged to develop a system for identifying and managing priorities. This preparation is critical, not only for your efficiency and stress management but also in how it affects those on your team and ultimately, your Homeowners. Take time to evaluate what needs to be accomplished and prioritize what is most important. Daily Routine Creating a daily routine that works best for you and helps you complete necessary tasks is vital to your success. Maintain your focus on daily tasks when pulled in different directions, then get back to your daily routine quickly. While creating this routine, consider your Homeowners’ schedules and needs, your Trade Partners’/Suppliers’ working schedule and your community teams’ schedule. All of these can affect your daily routine and should be taken into consideration to be most effective at accomplishing your tasks. Prepare For The Day Start every day with a plan. Review your calendar for any Buyer/Homeowner appointments you may have and prepare any documentation. List your required tasks for the day and prioritize them in sequence of importance. Understand which Trade Partners/Suppliers are scheduled to provide service so you can follow up with your Homeowners throughout the day.

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Best Practice: Ensure all your tasks and appointments are kept up-to-date in your Outlook calendar. While desk, wall, and other organizational calendars (ie, Franklin Planners) are effective organizational tools, ensure your activities are loaded into your Outlook calendar instead, as doing so allows your managers and other internal associates to see your availability and daily activity.

Monday

Tuesday

Wednesday

Thursday

Friday

Log into BuildPro - review open tickets/work orders; Follow-up with trades

Log into BuildPro - review open tickets/work orders; Follow-up with trades Homeowner Appointments/Project Manage Trades Homeowner Appointments/Project Manage Trades Homeowner Apointments/ Project Manage Trades

Log into BuildPro - review open tickets/work orders; Follow-up with trades

7:00

8:00

Perform QA

Homeowner Appointments/Project Manage Trades

9:00

Team Meeting

10:00 Homeowner Apointments/ Project Manage Trades

Homeowner Apointments/ Project Manage Trades

11:00

12:00

Lunch

Homeowner Apointments/ Project Manage Trades

1:00

Homeowner Appointments/Project Manage Trades

Century University - in person or online training

2:00

Homeowner Apointments/ Project Manage Trades

3:00

4:00

Review the following day’s schedule

5:00

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Q & A

• Why is a dress code so important?

• Is a daily routine important? In what ways?

• What areas of your job responsibilities could you improve? Make a list and reach out to your manager for additional support and training, if necessary.

SUGGESTED ASSIGNMENTS

• Next time you are ready to head out the door to work, look in the mirror. Are you representing Century well? If not, make a few adjustments before leaving for work. Do not forget the most important piece of your appearance: your smile! • Do you have a colleague you admire? What qualities or actions stand out to you? Reach out to them and ask how they achieve their success. View this as an opportunity for learning and growth. Try incorporating some of their strategies into your daily and weekly routine.

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12 | Customer Satisfaction | CUSTOMER RELATIONS PLAYBOOK

HOMEOWNER SATISFACTION

HOMEOWNER LOYALTY As a Customer Relations Manager, you are the one who interacts directly with our Homeowners. You play a leading role in creating a positive experience for them. By taking a Homeowner from satisfied to delighted, they become a raving fan of Century. By being “MAGICal” each and every day, our Homeowners will feel how much you care, which is a direct reflection of being “Century Proud”. 1. Make a friend 2. Acknowledge their concerns 3. Give your personal best 4. Integrity 5. Care THE IMPORTANCE OF AN EXCEPTIONAL HOMEOWNER EXPERIENCE Why is there such a strong emphasis on the Homeowner Experience, particularly on delivering an exceptional one? Besides being the right approach, there is also a compelling business case supporting its importance. Delivering an exceptional experience to our Homeowners is more than just a priority; it is a critical driver of long-term brand loyalty, positive word-of-mouth, and repeat business. A Homeowner is making one of the largest financial decisions of their life, and ensuring they feel valued, supported, and informed throughout the process fosters a sense of trust and satisfaction. When their expectations are not only met but exceeded, it reinforces their confidence in their decision and enhances their overall perception of Century. An exceptional Homeowner experience encourages referrals and generates positive reviews, which can significantly improve any company’s reputation in a competitive market. Additionally, Homeowners who are satisfied are more likely to return for future needs, such as purchasing another Century move-up or affordable home. By prioritizing exceptional service, we can build a strong foundation for lasting relationships that translate into sustained growth and profitability. Ultimately, creating an exceptional Homeowner experience is both an ethical responsibility and a strategic business advantage. It is a factor that can help Century stand out in the marketplace, foster a loyal customer base, and create long-term success for all its associates. Being “MAGICal” every single day will show our Homeowners how much you value them and make them think “positively” of Century.

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KNOW YOUR CUSTOMERS – INTERNAL AND EXTERNAL Homeowners are not our only “Customers”, although they are a key priority in our business. Our Trade Partners/Suppliers are also integral to our business and are considered valued “Customers”. This includes our Century associates as well. When you interact with a Trade Partner/Supplier, remember their importance on the team. Without their labor, no homes would be built or serviced. Without our Vendors supplying materials, we could not build homes. Without our internal associates in supporting roles such as Accounting, Administration, Architecture, Marketing, Purchasing, etc., we would not be free to focus on our specific tasks. Without Homeowners, we have no business at all. Each of your “Customers” are important and should be treated as such, recognizing that their needs, concerns, and experiences are integral to your success at Century. Every “Customer” interaction presents an opportunity to demonstrate the value you place on their patronage. Treating them with dignity and respect is not just a matter of courtesy, it is foundational to building trust and fostering positive relationships. HOMEOWNER FEEDBACK We highly value Homeowner feedback as an essential tool for continuous improvement and growth. Listening to the insights, concerns, and suggestions of Homeowners not only helps us understand their unique needs, but also allows us to refine our processes and services to better serve them. The scores and comments we receive from Homeowner feedback benefits us in the following ways: 1. We understand the experience we provided to our Homeowners. 2. We understand necessary areas of improvement to enhance the Homeowner experience. 3. We understand how we perform against our peers in the homebuilding industry. You have the great and honored responsibility of servicing someone’s home. When you enter their home, you are entering their “personal space.” When you interact with our Homeowners, treat them with respect, be kind and understanding and most of all, treat each interaction as though it was your first, because, for many of them, it is. Make it special for them by making them feel appreciated! It will pay off in our Homeowner satisfaction ratings, warranty claims and repeat business down the road.

Important! Some Homeowners have cameras (some hidden) and record our interactions. As a representative of Century, always be mindful of your actions and what you say. Always assume you are being recorded.

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MANAGING ESCALATED HOMEOWNER SCENARIOS We aim to set proper expectations and meet and/or exceed expectations. This is a formula that works well to keep our Homeowners delighted. There are times, however, where we fall short and Homeowners escalate their issues to upper management, post online, file a complaint through the Better Business Bureau (BBB), etc. How we manage difficult scenarios is critical. We must conduct ourselves with the utmost professionalism, regardless what is thrown our way. Here are some tips: Breathe Resist the temptation to respond until they finish speaking their mind, even if you already have the answer. If you talk over or interrupt them, they may feel like you are not willing to hear their side. You should not be concerned with winning the disagreement or being right, because your focus should remain on de-escalating the situation. Listen Give the other person your undivided attention, and truly listen to everything they are saying. Often, people just want their feelings to be heard, and they may calm down simply by expressing themselves to you. Resist the temptation to respond until they finish speaking their mind. Even if you already have the answer. If you talk over them or interrupt them, they may feel like you are not willing to hear their side. You should not be concerned with winning the disagreement or being right, because your focus should remain on de escalating the problem. As you listen, put yourself in their position. Try to understand where their feelings are coming from and why they are upset. Showing empathy will provide new insights into the problem, and it could even lead you to the root cause of your disagreement. Body Language As you work through the argument, keep your body language in mind. Do not clench your fists, point at the other person, or make sudden movements. The other person could interpret these actions as aggressive, and they may react accordingly. Keep your hands clasped in front of you. Do not have your hands on your hips or arms folded. Even standing too close could escalate the problem because it might make them feel cornered or threatened. Respond In a calm tone of voice, acknowledge their feelings and perspective before moving on to your side of the disagreement. This proves you were paying attention and that you understand how they feel. As you explain your own perspective, focus on the facts of the disagreement. If the problem involves your feelings, explain how you feel in a professional manner. If you respond with yelling or an emotional outburst, your words will not register with the other person, and the situation will get worse. If you are at fault for something wrong, apologize. An apology is not a sign of weakness, but rather a gesture of strength, humility, and confidence.

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Summary Most importantly, after you de-escalate a situation, you must ensure our resolution happens without fail. Communicate proactively during the repair or replacement process, and ensure their home is left cleaner than how we found it. Your response to a difficult situation could very well win them back over to Century versus dismissing the notion of ever buying another Century home again (or referring Century to other potential Buyers). Best Practice: Do not “reply all”. Occasionally, Homeowners send escalated emails to you, your division management, and occasionally even our Executive Team. It is important that in drafting your reply, your management team and the Executive Team are left off the communication trail. As a Customer Relations Manager, you are the manager that orchestrates the service experience, and we are entrusting you to prevent issues from escalating. When you “reply all”, it gives our Homeowners a sense that our management can be reached if they are not satisfied with the answer you give them, thereby bypassing your authority. Despite your best efforts, some Homeowners simply like to e-blast management. In these cases, it is appropriate to work with your manager to draft a response prior to sending to the Homeowner. There are times, however, that not responding is the best course of action, and instead, meeting with the Homeowner in person is the best path forward.

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Q & A

• Who are your “Customers”?

• Why is The Homeowner Experience so important at Century?

• What can you personally do to improve each Buyer/Homeowner’s experience?

SUGGESTED ASSIGNMENTS

• When you arrive at your jobsite tomorrow, do so with fresh eyes. See it as a new Buyer would see it. Are directional signs straight, clean, and accurate? Does the entrance appear professional? Do the model homes look like one you would wish to live in? How about homes under construction? Is the jobsite clean and clear of debris? Are your Trade Partners/Suppliers wearing their hard hats, tied off and cleaning up after themselves? Recall the impression each of these may have on a Buyer and if there are corrections that can and should be made, make them!

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18 | The Century Experience | CUSTOMER RELATIONS 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

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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 Buyer(s) 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 that 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 in the building industry. 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.

2. 3. 4. 5.

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LEARNING IN ACTION Shadow two NBOs with a Construction Manager Date _______________ Date _______________

Share takeaways with your mentor/manager Satisfactorily explain the purpose of the NBO Manager Signature__________________ Date _______________

PRE-DRYWALL ORIENTATION (PDO) – CCS Only For dirt sales only. (Spec homes, skip to QA section) Purpose & Overview

The window for scheduling the Pre-Drywall Orientation (PDO) is scheduled between mechanical install and drywall install. Ideally, the Buyer will have an opportunity to walk their future home to see where plumbing lines run, see nail plates of the framing to provide added protection, etc. When done well, the PDO is the step that truly tends to set the “hook,” where the Buyer becomes emotionally attached to the home being built for them. Participants 1. Lead – Construction Manager 2. Buyer(s) 3. Community Sales Manager 4. Customer Relations Manager (recommended) Time Required The PDO will generally take between 60-90 minutes. Best Practice Options • FaceTime/Video Chat – if an in-person meeting is not possible, use your smart phone to show the Buyer what the home looks like before drywall installation. • Meet the Buyer on the jobsite – this is a wonderful opportunity to showcase the quality behind the walls. One example of how we could truly delight a Buyer is asking them where they intend to hang their flat screen TV. Allow them to take a picture of the framing so they have an idea of the support behind the drywall to secure the TV bracket.

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Pre-Drywall Orientation (PDO)

Date:

Community/Lot:

Customer:

Plan:

Email:

Cell Phone:

Grab your hard hat and let’s go! One of our absolute favorite steps in Century Communities Experience is the PDO visit, where you get to see what’s behind the walls. We’re excited to show you the quality that we’ve built into your home!

ITEMS WE’LL REVIEW:

General: a Lot & plot plan

Plumbing: a PEX system a Refrigerator water line & washer boxes a Condensate drains a Clean-out locations a Fire sprinkler system (if applicable) Electrical: a Plug & switch locations a Panel locations a 220V plugs a GFI plugs (exterior & interior) a Light fixtures/fan locations a Phone & TV locations

Insulation: a Wall & ceiling insulation a Draft seal system Exterior: a Elevation a Lot drainage a Landscape grading a Fence locations Roofing: a Drip Edge a Tile / shingles a Flashing a Ventilation

a Starts sheet a Color sheet a Options Foundation: a Garage Slab a Hold downs & structural components a Control joints a Nature of concrete Framing: a Door openings a Floor joist a Attic access Mechanical: a Combustion air ducts a Explain direct vent fireplace (if applicable) a Thermostat location a Gas and water meter locations a Show furnace location and access

NEXT STEPS a Upcoming construction milestones - ie, appliances, flooring, cabinets, etc. a Estimated Pre-Close Orientation walk through with your CRM a Estimated COE date

NOTES

Construction Manager

Date

Buyer Signature

Date

Buyer Signature

Date

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Best Practice: Like the NBO, though Customer Relations is not responsible for this step, it is a great idea to stop by once again. Say hello, reinforce the team connection by letting them know they are in great hands with their Construction Manager.

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

2. 3. 4. 5.

LEARNING IN ACTION Shadow two PDOs with a Construction Manager Date _______________ Date _______________

Share takeaways with your mentor/manager Satisfactorily explain the purpose of the PDO Manager Signature__________________ Date _______________

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QUALITY ASSURANCE (QA) Purpose & Overview

The Quality Assurance (QA) is a mandatory step in The Century Experience that falls between the PDO and the Pre-Closing Orientation. Though never advertised externally to our Buyers, the QA plays a critical role to ensure our homes are built to our quality standards. All parts and pieces must be installed and functioning properly, and most importantly, the home is 100% complete and clean for the PCO. Depending on how your division/community is staffed, QAs can be performed by an Area Construction Manager, Construction Manager, or Customer Relations Manager. If at all possible, avoid having the Construction Manager perform the QA, as Construction Managers often get “snow-blind” to their day-to-day work. Participants 1. Lead – Area Construction Manager (preferred) or 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 QA should generally take about 1 hour to perform, depending on the size of the home and the readiness of the home. A clean and complete home will take less time than a home that is not complete, nor clean. BuildPro A blank QA form can found in BuildPro and will be performed by the Customer Relations Manager, Construction Manager, or Area Construction Manager. Scheduling 30 days prior to the COE, a designated Century associate will send a 30-day letter to the Buyer, including the anticipated PCO date. This gives enough time to complete any items found on the QA and to re-clean the home before the PCO.

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QA Inspection The main focus of a QA inspection is to ensure everything is installed, all parts and pieces are functioning properly, and the home is complete according to our Century standards of quality. Be the eyes of your Homeowner! How would you want the home to look if you were buying it? Each team will have a slightly different way they like to do a QA walkthrough. Listed below are some tips that will create the most effective inspection: • Walk the entire interior of the home before the exterior to maintain the cleanliness of the home. Remove shoes and/or wear booties when entering the home. • Walk in one direction. This keeps you on track to ensure every room has been inspected. • Check windows, doors, and garage doors for proper function.

• Ensure all hardware and weather-stripping is installed. • Check walls for damage or inconsistencies in texture.

• Check paint on walls, baseboard, and trim for proper coating and appropriate cut lines. • Check that the HVAC system is working properly, both heat and A/C, where applicable. • Check all light fixtures throughout home to ensure bulbs are installed and all fixtures are working. • Check all plumbing fixtures throughout home to ensure:

- All tub/sink stoppers work - All tub/sink overflows work - No leaks - Hot and cold work at each water location

• Inspect laundry hook ups/drain. • Check all appliances to ensure they are plugged in and working. • Check cabinetry for quality and proper installation, no cracks or chips. • Collect all manufacturer paperwork and leave in one drawer in the kitchen. • Inspect flatwork and driveways. • Check exterior of home for quality (siding, stucco, brick, etc.). • Check irrigation system, if applicable. • Check flooring for paint, scratches or defects. • Make sure there is no dirt or dust on window sills, countertops, in drawers, or in cabinetry.

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Example of QA Form in BuildPro

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QA Follow-up Once the list is compiled, complete the following steps: 1. The Construction Manager will contact Trades using BuildPro/SupplyPro, and call Trade Partner/ Supplier directly. 2.A digital copy of the QA form will be sent to Trade Partners/Suppliers via BuildPro to alert them of any touch-ups or repairs needed. 3.Schedule the re-clean of the home right before the PCO walkthrough (division specific). Conclusion Think back to when you last purchased a car. Was there tape on the dashboard? Was it dirty? Were there visible items missing? Likely no. Your car was clean, shiny and had that great new car smell. It was 100% complete because someone else already completed a thorough inspection for you. Similarly, we conduct a thorough inspection of each Century home. We have given it our stamp of approval and deemed it ready to present to our Buyers. Get this step right and you are well on your way to the PCO day of celebration and creating a positive experience for your soon-to-be Homeowner. Best Practice: Consider calling the Buyer a few days out … “Hi, Mr. Watts. I know our orientation walk is a few days out, and I wanted to let you know your home looks fantastic. Your Construction Manager and I noted a few things that need attention, and we will have those items corrected before we see each other on the 10th.” Positive engagements like this will put the Buyer’s minds at ease, knowing you and the team are proactively working on any items that need attention.

LEARNING IN ACTION Shadow two QAs Date _______________ Date _______________

Share takeaways with your mentor/manager Satisfactorily explain the purpose of the QA Manager Signature__________________ Date _______________

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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 Buyers 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, 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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Best Practice: Once scheduled, let your teammates know by sending a calendar invite. Additionally, it is a best practice to send the invite to your Escrow Coordinator as well, so they are kept in the loop.

Preparation Ensure all QA items are complete, and the home has been re-cleaned after subsequent work was done. When is a home ready for PCO? Vacuum lines are visible in the carpet, the home is properly dusted and completely clean, and your Trade Partners/Suppliers have been alerted to stay off the property. Walk the entire home one last time to double check it is ready to show. • Turn on all the lights. • Compile all appliance, HVAC and any other applicable warranty material in one drawer in the kitchen. • Ensure the home temperature is appropriate for the season. • Have extra booties available for your Buyer(s) should they wish to use them. Day of Orientation Importance of Proper Execution Do not think of the PCO as business as usual. This is a time to celebrate and educate. At Century, we aim for a higher standard. Most Buyer(s) expect that during this step, they are responsible for catching what may be wrong. However, when the NBO and/or PDO steps are performed exceptionally well, the Buyer(s) now have the expectation that our team is in control of the construction process, and we have their best interests at heart. Orientation Make the orientation more about the review of functionality of the home rather than an inspection. Compliment the Buyer(s) on their option selections (if applicable) and the floor plan. Talk up the standard features and why they matter. Show the functionality of the home, especially if this is a first time Buyer(s). Tell them about how great the neighborhood is, local restaurants you like, etc. If their neighbors are great, consider saying something positive about the families moving into the neighborhood. This information will be valuable to them.

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Best Practice: Put a bow or approved Century “Welcome Home” sign on the front door. This automatically disarms and changes the mindset of Buyers from “I am going to inspect my home” to “Wow, they have gift wrapped my home like a present.”

Some builders show the outside of the home first. At Century, we recommend taking the Buyer through the front door first. Make a big deal of the entrance through the front door. Have them physically ring their door bell and open their own door. Once you have let them go through the front door, immediately take control and lead them to the kitchen. This is where you, in most cases, will go through the PCO informational material. After reviewing the PCO informational material, showcase the features of the kitchen and great room, then head to other rooms. Demonstrate how to lock/ unlock the windows, and how to remove and install a window screen, if applicable. Best practice is to avoid opening each window, as it takes too much time and sends a message that you are there to inspect the home. This will not be the case since we have already done a thorough QA where everything has already been tested and is in working condition. This is the time to continue the celebration and explain the features of their new home.

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Example of PCO Form in BuildPro

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Items to be Addressed If there are items, schedule a sign-off time with the Buyer(s), typically on COE day, right before key release (where applicable). Have the Buyer(s) sign the PCO Form acknowledging the discussed items. “Mr. & Mrs. Smith, again congratulations on your new home! I will work with our Trades to ensure these items are completed prior to closing on your home. We will meet here at your home Wednesday at 4pm to sign-off these items prior to picking up your keys. See you then!” Either the Construction Manager or Customer Relations Manager will orchestrate repairs. In some cases, the Construction Manager is more efficient. In other cases, and if applicable, the Customer Relations Manager is adept at coordinating final repairs. Either way, remember, it is a team effort! The home must be re-cleaned before the sign-off and key-turnover. Once the re-clean is complete, meet the Buyer(s) at the home and review all stated items with them. If complete to their satisfaction, have the Buyer(s) sign the digital PCO Sign Off Form agreeing there are no issues that would prevent a COE. By having the Buyer(s) sign the digital PCO Signoff Form, they are acknowledging the following: • Accept the Home as 100% Complete

• Understand/agree there are no additional items to complete outside of what is in writing • Understand how the warranty process works and have access to the Homeowner Portal

Ensure the PCO form is successfully saved in BuildPro within the document section for the respective lot.

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PCO SIGNOFF

Should there be any item(s) left to be completed after COE, they must be documented in the PCO Signoff form and acknowledged by the Buyer. Once all items have been completed, return to the home and obtain final signatures and acknowledgments the home is now 100% complete.

IMPORTANT! It is Century policy the PCO form must be signed off by the Buyer(s). It is also a policy a home cannot close with open items without approval from division leadership (Division President, Vice President, or Division Manager).

Conclusion Once all signatures have been obtained and the home delivered 100% complete, we want to make sure the Buyer understands the Post Close Process and how to submit any warranty claims via the Homeowner Portal. Do not set the expectation they need to be looking for anything in the home. Keep it casual. “Though we have done a thorough inspection on your home, we have never lived in it. As you get settled in, if something catches your eye, you can go to www.centurycommunities.com, go to your Homeowner Portal, and submit a service request. If you have not registered for your portal, the registration steps are simple. By doing so, you can see the history of all your requests and the status of each one.”

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POST-CLOSING VISITS

Purpose & Overview Surprise them! We learned in The Century Experience that we set an expectation with our Homeowner, and then exceed it. Going the extra mile will take a Homeowner from satisfied to delighted. Examples of Meeting, Exceeding, and Failing Expectations

Commit to a Homeowner that you will...

The Homeowner

Complete a repair in 5 days (and it takes 6 days)

Is disappointed

Be at their home in 30 minutes and you show up an hour later Repair their AC as scheduled and the HVAC Trade shows up without parts, forcing the Homeowner to take additional time off Fix an issue in 2 weeks and it is complete in 1 week AND all in one day

Is frustrated

It will not end well

Is convinced working with Century is EASY

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Best Practice: The Customer Relations Manager should follow up with Homeowner(s) 24-48 hours after COE for a Post Close Follow Up. You should stop by to say hello and see how they are getting settled in. Should they have any items that need attention, you are able to address and complete them before they receive the survey. That last positive interaction is what they will remember when they complete the survey.

Participants 1. Lead – Construction Manager or Customer Relations Manager 2. Homeowner(s) Time Required It can be a quick phone call, or you can stop by their home for a friendly visit. The time is up to you and the relationship you have built with the Homeowner. Form There is no specific form for these visits, but they should be recorded in BuildPro. While the Homeowner(s) can submit a claim, you can also go into BuildPro to enter a ticket on their behalf. There are some Homeowners (elderly, handicap, etc) that may need your assistance to capture their requests in the system. Overall best practice is to encourage our Homeowner(s) to enter their own tickets into their Homeowner Portal. Scheduling It is important to complete the Post Close Follow Up, just in case there are a few items that require immediate attention.

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Preparation The only preparation for these fun visits is mental preparation. Show up with a smile! Day of Visit

Personalize these visits. You know your Homeowners. Are they an elderly couple who spend a lot of time at home? They might appreciate a visit during teatime. The bottom line is if you were a Century Homeowner, think about what would surprise you in positive way and make you appreciate your Century Construction Manager or Customer Relations Manager. If they like you, they are more likely to give the company a better survey score. Do not forget to remind them of different points from their PCO, or their Homeowner maintenance obligations, especially during change of seasons. Conclusion Enjoy the time you get to continue building your Homeowner relationship.

LEARNING IN ACTION Shadow two post-close visits with another CRM or CM Date _______________ Date _______________ Share takeaways with your mentor/manager Satisfactorily explain the purpose of these appointments Manager Signature__________________ Date _______________

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