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2. Contract to Dig Ready Communication

The Community Manager (CM) facilitates all communication with our homeowners from contract through permitting. Here's how to approach the permitting part of the process.

GOAL/EXPECTATION: The Community Manager will keep the buyer engaged in the home building process from the time of contract until it is dig ready. 

THE PROCESS: Customers could have up to 60 days between contract and permit. Providing comforting communication during this time is important, as the buyer is not seeing the progress behind the scenes. During this period, the Community Manager should check in with their buyers. This communication should be by phone call. If the buyer's preferred communication is email, all emails should be cc'd with the current PM email address.

The contact sequence to follow is below. 

  • 1 week after the contract (Civil Engineering Stage) - smartsheet says 'fit' 
    • Congrats on your future new home!
    • Remind them of build process
    • Community Manager is main point of contact until framing
    • Share community information, things they should know, invite to upcoming events, etc. 
    • Talking Points: At this point the lot specific details of how the selected house plan will fit on the lot are being confirmed.  We are verifying the grading, drainage, drive slope, backyard conditions (full, daylight, walkout details), utility placements, easements, egress wells, etc.  This work is done by a licensed 3rd party civil engineer and becomes part of the recorded information on file with the city. 
  • 2 weeks after contract (Finalizing Civil Engineering) - smartsheet says 'contours'
    • Same information as week 1 - just wrapping up details 
    • Capture their buyer story if you haven't already - here's a link! 
  • 3 weeks after contract (Lot specific construction documents) - smartsheet says 'released'

    • Talking Points: The information discovered during the civil engineering phase will be paired with the personal selections in the contract in order to prepare a lot specific set of construction documents.  This is done by our in - house architecture department.

  • 4 weeks after contract (Lot Specific Structural Engineering) - smartsheet says 'trusses or engineering'

    • Talking Points: The Lot specific construction documents are sent to licensed 3rd parties for review and approval.  The shop drawings for roof trusses are designed for each specific house.

  • 5 weeks after contract (Lot Specific Structural Engineering) - smartsheet says 'trusses or engineering'

    • Talking Points: The Lot specific construction documents are sent to licensed 3rd parties for review and approval.  The shop drawings for roof trusses are designed for each specific house.

    • Capture Homeowner Story if you haven't already - here's a link! 
  • 6 weeks after contract (Permitting at the city) - smartsheet says 'city'

    • Talking Points: All of the pre-construction work has been finalized and confirmed, the project is now at the city being reviewed by the planning department.  Permit approval time ranges per municipality and can take anywhere from 7 to 21 days. Occasionally, the city reviewers will have additional information they would like to see added to the construction documents which can add a week to this process. 

  • 7 weeks after contract (Permitted!) - smartsheets says 'permitted'

    • Talking Points: The project is lined up on the dig list with an excavator and foundation company qued up! It's almost time to arrange your groundbreaking photo op and their Home Design Review! Start thinking about a good day and time! 

  • 8-10 weeks after contract  (or when permitted and a dig date is set)
    • Schedule a time to meet the buyer(s) for their Home Design Review and groundbreaking photo op! 
    • Use the process outlined on the Info Base
    • Capture on video/photo
    • Invite the PM
    • Share footage with marketing

Other Communication Ideas 

There could be weeks where you don't have much to update the buyers on. You still are expected to touch base and keep the communication channel open. No news is good news. During these calls, here are a few other things you could ask/capture to help create a great customer experience. 

  • Have we captured your buyer's story? I'll text you a link?
  • What are you most excited in your new home? 
  • We have opportunities to do other fun moments during your build, what's most important to you? 
  • Are you familiar with the area or do you need some local food/shopping ideas? 

Utilize Hubspot Notes

As you're communicating with the buyers on a weekly basis, we recommend adding key notes to their Hubspot profile. This will keep everything in one place and help you use the information captured as they go through the build process.