A Three-Builder Approach

A quality home is often the result of workers who take pride in a job well done. Getting employees to adopt high standards for their work, however, is easier said than done. Ruiz Homes, which builds houses along the Texas/Mexico border, has figured out a way that ensures quality workmanship along with a delightful home buying process, earning it a 2007 Avid Award for Best Customer Experience, 100—499 closings.

Painters Miguel Bravo and Jose Bravo do touchups for Ruiz Homes' customer service.

The structural builder oversees the house through the drywall stage and "sells" it to the finishing builder, who then completes the home, including floor coverings, trim and paint. The finishing builder then "sells" the home to the warranty builder, who also will not take ownership if there are any problems with the home. Although no one technically "buys" the home except for the home buyer, the concept of accepting the home at these three levels is quite powerful.

At each stage, the home goes through close inspection because the new builder is also buying any problems that remain with the home. In the end, the warranty builder is the one who delivers the home to the home buyer.

Some might argue that this is just a game of semantics — that other builders have just as much quality assurance by performing a pre-drywall walk-through and a pre-orientation inspection. However, Ruiz employees have increased accountability using their approach. When Ruiz employees take ownership of a home, it becomes the sole responsibility of one manager who must get it accepted by another manager before the buyer ever sees the house. Quality of workmanship is elevated at each level, hence delivering a very well-built home.

Saul Macias shows homeowners Fay and Hector Elizondo how to program their thermostat.