Part 6: Post Contract Process
Now that your happy buyer is under contract, your goal is to maintain communication and expectation setting and include customer experience. Here's how:
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- Communicate weekly with your buyer at the predetermined time/day with key updates from the week
- Communicate weekly with your Project Manager for key updates on their home
- Review our Customer Journey and ensure you're providing a world-class experience
Weekly Communication to Buyers Under Contract
All Community Managers will contact their buyers under contract to check in and provide an update on their new home build.
Sample Outline of Communication
- What's happened since last week
- What's happening this week
- Any key updates/reminders to ensure expectation setting
- Offer up peak moments and opportunities to visit the home
- Listen to their questions
Weekly Project Manager & Community Manager Meeting
All Community Managers will meet weekly with their Project Manager. Below is an example of some of the things you might discuss. Create a calendar invite for your Project Review meeting. Reoccurring date/time must be provided to Sales and Production Leadership.
Sales Report
- Sold home updates
- Homeowner information
- Final spec concerns, if any
- Model home concerns, if any
- Homes nearing Completion with CO’s
- Verification of closing dates
- Other?
Release of New Home sites
- Any foreseeable issues?
- Delivery Dates?
- Lot conditions (walls, grades, trees, etc.)
Timing
- Construction Report
- Spec schedule update
- Build schedule update
- Option questions/clarifications, if any Site review
Warranty
- Concerns or issues, if any
Misc. or Other?