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7. Prior to Close Date

QA WALK

This has previously been called the Manager Acceptance walk. Summit team members that have in-the-field experience will walk homes after flooring has been installed to do a quality assurance check. This gives the PM time to complete these items before the NHO.

  • They will walk home starting at front exterior and working their way through entire home and basement, mainly looking to document missing items, & work not completed to expected quality.
  • Paint touch ups should already be noted by PM.
  • Once the QC items are completed, the AM will check the home off for Management Acceptance.

NEW HOMEOWNER ORIENTATION - "Welcome Home Walkthrough"

PM Schedules an onsite meeting with the new homeowners and the CM if available.

  • PM walks the entire home with the homeowners demonstrating how the home operates and ensuring them that everything has been detailed correctly.
  • Any items not completed are pointed out to the homeowner with an assurance that they will be complete before closing.

This is not a “find all of the mistakes walk” – WHY? Because at Summit Homes every home is COMPLETE & CLEAN since this meeting is 2 weeks before they close on their new home they would expect nothing less!

 

CLOSING – VFU PROCESS

Prior to the homeowner closing with the title company, the PM will verify that all items were completed from the NHO meeting. The goal for the best CX = COMPLETE AND CLEAN HOMES AT CLOSING.

  • If there are a few exceptions not completed – the PM will have homeowner sign off on the VFU items.
  • These items are entered in KOVA and the PM must have these items completed within 30 days.
  • The PM must continue to update the homeowner weekly until the items are completed and copy the Customer Care Rep.
  • Once the VFU items are completed and the homeowner is happy, the PM should remind them of the Clayton NPS call. And that the number will be coming from (865) area code.

CUSTOMER CARE HAND-OFF

It is important that before closing on their home that the homeowner understands the role of the Customer Care Team to create a better hand off from the Project Manager.

  • While meeting with the new homeowner - let them know how important the Customer Portal is for tracking any service requests. This is also a good time to talk about emergent issues (and what are not considered emergent).
  • The CCR will work through any service requests that may come up AFTER the homeowner moves in. (Any items not completed at closing / VFU will be scheduled by the PM.)
  • Make sure the homeowner understands that not all service requests will be scheduled. These exceptions could be due to the request being up to the NAHB standard or the items may be held for year end check.
  • 30-60 days after close the CCR may survey the homeowner regarding their experience and remind them of the Clayton NPS call.