Each year, Eliant sends out over 250,000 surveys to all the new home buyers of over 250 builders across the country. These buyers are asked to numerically rate the process and personnel used by the builder to sell, close, and service the buyer’s new home. While these quantitative ratings are very interesting and highly functional, the most illuminating information comes from the buyers’ written comments and suggestions.

 

About 80% of all buyers are quite happy with their new home purchase- close-initial service experience. However, given 13 opportunities to add a written comment or suggestion, responding buyers offer an average of six comments per survey!

 

As you might expect, these comments are not always complimentary; a quick reading of these comments will not, therefore, provide a balanced picture of the builder’s performance. But, it is important to review these comments because although buyers will not typically say these things to your face… they will tell them to their friends.

 

Here are some of the more, well, interesting comments from last year. Sometimes truth is stranger than fiction.

 

Your Personnel

“Escrow person made comments to my husband about his attitude that were none of her business. Her attitude and conduct was definitely unprofessional and I came close to insulting her, but considered the source. And what’s with the Saturday-night-cleavage at an escrow signing?”

 

“Our walk-through rep (Steven) did the best he could…considering THAT HE MUST BE BLIND! He refused to notice obvious errors and imperfections that my even my 6-year old pointed out! He didn’t note many of these items on the form, since he said they would soon be corrected anyway.”

 

“Your Director of Construction told me ‘Maybe your expectations are too high’ when we told him about the many problems we had experienced with our home. I would never recommend (builder). Not to my worst enemy. You are cheats and liars, and are unresponsive to boot, and that’s on your good days. Our greatest satisfaction comes from sharing our story with friends and acquaintances.”

 

“I would not let naked construction workers sleep in our master bedroom one week prior to close. This is no joke!”

 

“Frank (last name)’s general comments and phone conversations were very rude and uncalled for! Steve (last name) was extremely inconsiderate, and he was unpleasant to work with as well. Your staff acts as if they hate their jobs!”

 

“He (the walk-through rep) was very thorough, but when he showed us how the bathroom fan worked, he called it a ‘fart fan’. I was a little embarrassed.”

 

Your Quality
“On move-in day, I was mortified, heartbroken, and in shock. We came into our new home and not one thing had been repaired since the walk-through a week earlier. Strangers were eating in my kitchen. Trucks in the driveway, could not get moving van in. Urine stains in guest bath on wall, floor, and commode! Not exactly what I expected when I used my key (door wide open) for the first time in my DREAM HOUSE!!”

 

“Craftsmanship and quality of woodwork (cabinets and trim) SUCKS! I could do a much better job, and I’m a GIRL!”

 

“How come there weren’t any light bulbs in the water closets on move-in day? Conserving electricity is one thing – but I like to READ in this room!”

 

“Do your workers own levels?”

 

“You can take a shower in our FAMILY ROOM because of the improper work done by your plumber.”

 

“Woodwork looks like it was installed by beavers.”

 

“Too much of storage space placed high and hard to reach. Tub too deep, no grab bars- It is useless; I will probably fill with dirt and use as a planter.”

 

“Bathroom cabinetry should be standard at ‘man-height’. I feel like Alice In Wonderland when I practically have to get on my knees to brush and shave.”

“I would suggest that your designer and construction foreman be required to live in one of your homes for at least six months. This would improve the quality of the residence.”

 

“Frankly speaking, there have been so many things wrong with my house that the joy of owning a new house has been taken from us.”

 

Your Service

“Customer service is a big deal in other industries, and it should be the same in home building. I’m a CPA and I can’t submit a tax return to a client that is 90% finished. The house needs to be completed PRIOR to delivery.”

 

“After the final walk-through, the builder fixed a panel on our dishwasher, scratching the linoleum. Then he told us he wasn’t responsible for repairing it, but – ‘since he is a nice guy’ – he’ll take care of it. That’s pathetic. And P.S. we’re still waiting.”

 

“I get better service at McDonalds on a $5 sandwich than I do from you on a $360,000 home.”

 

“I missed the cut-off for the whirlpool tub, but Shelly told me that they could simply drill holes in the regular tub to convert it. We were very pleased with that. Later, I found out this was impossible to do.”

 

“You asked for my suggestions. Here is one: Deliver what you promise and improve your customer relations. We spend a lot of money on these homes – treat us like customers, not as trash. Some of us may consider buying from you again in several years!”

 

“If I win the sweepstakes prize (for participating in the survey), I would prefer that you use it to repair my house.”

 

And, my all-time favorite. When asked to suggest one thing the builder could do to improve the design of his homes, one buyer said:

 

“Buy a set of Legos and practice, practice, practice.”

 

These comments are cute and sometimes even funny, but most often they contain an underlying sadness, disappointment, and, yes, even resentment. And these feelings certainly exist, whether you hear them or not. One benefit to this type of survey is to give you the opportunity to hear what your buyers only tell their friends. It pays to listen.