Consistent Message

Owensboro, Ky.-based Thompson Homes is committed to aligning its customer's expectations with what really happens in home building.

A consistent point of contact is crucial, says owner Tommy Thompson, who will build 75 homes this year. There is only one person to whom buyers direct questions and concerns -- with changes or punch items always in writing. The message is important, too. Each salesperson is schooled in the specs and options of each line, from starter to custom, so buyers know what's available, without misunderstanding.

There is no set schedule of meetings, but every buyer has a pre-construction meeting in which buyer and salesperson comb through every document to ensure that both parties have the same finished product in mind before work begins. "We build the house in the office before we build it in the field," Thompson says. As much as possible, problems are anticipated -- and solved -- before the first hammer hits a nail.

On site, trades refer buyers to their salesperson with all concerns, to track quality and costs, and to ensure that items are completed to the customers' satisfaction.

And satisfied they are -- 50% of buyers are referrals, and Thompson has customers for whom he has built three or four homes throughout their lives.