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World Class Experience: The Summit Process

Sales and Production Teams

Roles & Responsibilities:

Community Managers: Capture leads and convert to sales while hitting their sales targets. Post-contract signing provides customers with the best home-building experience by communicating the status of their home build and providing opportunities for peak moments.

Project Managers: Manage and maintain the construction schedule, ensure the best quality and attention to detail, and communicate all updates with the Community Manager. Maintain a clean and safe job site, allowing the customer always to see the quality of their new home.

 

Contract Execution

  • Congratulations/thank you video text from CM on the night/day of Contract Signing
  • CXAT Welcome Call w/in 48 business hours
  • Hubspot campaign and surveys kick off with key messages going to the customer after main activities are completed in Kova

Permitting Time Frame

  • Biweekly CM phone call Updates
    • Scripts provided on Summit How Tos
    • CM receives weekly CIP Report with up-to-date status of each home
  • Community Visit/Process Expectations
    • CM to share what to expect while building documentation to the customer. This outlines site safety, frequency of updates, key reminders from the contract, etc. This is expectation-setting for all parties.
    • This can be done via weekly updates or by inviting them onsite for a community tour.
  • Dig Date Confirmed
    • Email triggered to the CM, AM and PM 1 with the date and prompt to arrange Home Design Review.
  • Home Design Review
    • Anytime between permitting and foundation set, and based on the confirmed dig date, the Community Manager schedules and hosts a Home Design Review. Review Series Structural design selection, home type, remind customer of key contract details, explain how ongoing communication will work.
    • CM coordinates and takes groundbreaking photos; CM uses hard hats and shovels which are stored at the model home.

 

Excavation to Drywall Start

  • CM/PM Team Meeting weekly same time same place
  • Review Community CIP report weekly with CM/PM Team to create talk sheet and provide it back to sales & production leadership.
  • CM will use the talk sheet to communicate with the customer weekly, via the customer’s preferred communication. Documentation of updates is then documented in the customer’s Hubspot file.
  • PM 1 to confirm if there are any Subsurface items and report via the Subsurface form. Must be complete by frame ready.
    • P&E to capture all Subsurface invoices and send them to Accounting Team for processing.
    • Accounting to issue Subsurface letter and send to CM
    • CM to communicate with the customer and capture applicable change orders
  • When the home is clean for all rough inspections, CM coordinates the stud signing/frame MEP walk with the customer, stage 1 and stage 2 PM.
  • CM takes stud signing photos and provides them to marketing.
  • CM introduces PM 2, and together, they set expectations for the back half of the build.

Drywall Start to NHO

  • CM/PM Meeting weekly same time same place
  • PM prepares weekly meeting talk sheet and provides it back to sales & production leadership.
  • CM communicates with Customers weekly

30 – 45 Days Before Closing

  • CM to do a final review of the construction schedule with PM, determine potential escrow, collect outstanding contract documents and change orders.
  • CM to communicate with lenders, title, Closing Coordinator and customers to ensure prepped for closing.
  • CM and PM to align on timing of closing and what needs to happen given the loan type and requirements (FHA, Cash, Conventional).

New Home Orientation (MUST BE MINIMUM OF 2 weeks BEFORE closing)

  • AM MUST WALK HOME PRIOR TO NHO. If home is not complete – the NHO should not be scheduled.
  • Stage 2 PM to arrange NHO with the customer. Set the expectation that this is a review of the home and not a pick-up-the-house walkthrough. Ensure there are no trade partners on site, and the only indication of work to be done should be clearly marked.
  • Stage 2 PM, show up 30 minutes early make sure home is clean and organized, lights on, tour ready.
  • CM meets customer at home along with stage 2 PM, CM brings bottled waters for customer and co-op if applicable.
  • CM stays for the first 15 minutes of the walkthrough and builds confidence in Stage 2 PM to customer
  • Stage 2 PM schedules VFU meeting with customer before leaving NHO, Stage 2 PM communicates VFU date and time to CM
  • Stage 2 PM provides VFU list and updates to the CM post-meeting to ensure 100% alignment

Verification Follow Up (3-4 days before closing)

  • Stage 2 PM to arrange VFU with the customer.
  • Stage 2 PM, show up 30 minutes early make sure home is clean and organized, lights on, tour ready.
  • CM meets customer at home along with stage 2 PM, CM brings bottled waters for customer and co-op if applicable.
  • If there are VFU items that will take place post close, stage 2 PM asks for available dates from customer prior to leaving VFU meeting.
  • Stage 2 PM schedules VFU items after customer leaves prior to themselves leaving home
  • Stage 2 PM schedules Welcome Home Celebration meeting with customer before leaving VFU, Stage 2 PM communicates Welcome Home Celebration date and time to CM/and T&C closing coordinator.
  • Stage 2 PM provides updates to the CM post-meeting to ensure 100% alignment

Home Closing

  • Customer arrives at Summit Homes office.
  • Welcome “blank family” on branded sandwich board.
  • Town & Country prepped with closing gift and paperwork.
  • Once docs are signed Town & Country hands over home keys, and closing gift, says thank you and congrats and confirms welcome home celebration time.
  • Any Summit TMs that are in the office will clap, cheer and congratulate the new homeowner.
  • Closing Coordinator text Stage 2 PM and CM to give 30 minutes heads up for welcome home celebration.

Welcome Home Celebration

  • Stage 2 PM and CM, show up 30 minutes early make sure home is clean and organized, lights on, tour ready and welcome home celebration is prepared.
  • The customer arrives at the welcome-home celebration, where CM and Stage 2 PM are on the front porch welcoming the homeowners.
  • Stage 2 PM ensures they can access the home and sets expectations for post-close care. All say thank you and congrats.
  • Stage 2 PM confirms VFU item completion dates and sets a plan for follow-up to ensure completion.
  • CM to take photos, share with marketing and post on social welcoming the new homeowners to the community.

Post Close Service 1, 2, and 10 yr. warranties.

  • Customer submits all warranty requests to 2-10 HBW portal (currently frontline)
  • 2-10 HBW dedicated Summit Rep calls customer to discuss service requests and make initial coverage determinations.
  • 2-10 HBW submits all service ordered denied or covered to Stage 2 AM who distributes to appropriate Stage 2 PM.
  • Stage 2 PM contacts customer and schedules time to come by and view service requests if needed, as well as confirm coverage determinations of items.
  • Stage 2 PM fills out scope of work agreement and has customer sign prior to scheduled work.
  • Stage 2 PM gets workdays from customer and schedules all work to be completed prior to leaving home.
  • Stage 2 PM confirms work days with customer 24 hrs from work day and reminds them of upcoming service.
  • Stage 2 PM is present if necessary, on work day to manage trades if needed.
  • Once work is complete Stage 2 PM has customer sign off on scope of work document that agreed upon scope is complete.
  • Service orders closed.

General Notes:

  • CM Handles all communications with customer except for exceptions
  • Weekly updates should be general in nature, sharing where we are in the process and what we’re going next
  • It’s mandatory for the PMs to provide weekly updates on every home to the CM. This is the only way the CMs will be able to provide accurate updates to the customers.
  • Permitting timeframe CM call can be biweekly, and use the scripts provided.
  • All weekly updates should be made by phone but do follow the buyer’s preferred method of communication.
  • The following on-site meetings (home design review, groundbreaking, frame/MEP walk/Stud Signing) are to be coordinated by CM.
  • NHO, VFU and Welcome Home are to be coordinated by Stage 2 PM.
  • Quality Control Walks by Production Leadership to take place at foundation complete, frame/MEP complete, and interior finishes complete. Production Leadership to provide documentation of completed walks to the CM.
  • A handoff will take place at Drywall start with a checklist and commitment from Stage 1 PM to complete Stage 1 items (internal VFU list) Stage 2 PM and AM and Stage 1 PM and AM to be present at this handoff.
  • Subsurface information to be processed and complete before PM 1 hands off to PM 2.
  • CM to attend all on site meetings with build team.
  • Weekly CM/PM download meetings must take place at same time same place every week in all neighborhoods.
  • CM should consider providing their own gift to customer as is customary in almost all other markets.
  • During build CM to take inquiries from customer communicate with appropriate PM and then relay by phone call back to customer.