Customer Relations Playbook

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.

14 | Customer Satisfaction | CUSTOMER RELATIONS PLAYBOOK