Little Gems: Sterling Quality

Here's a rundown of A.F. Sterling's five-step checklist:

Preconstruction. Make sure there's no dumpster in the way, that a water meter is available, that the curb isn't damaged, and that there's nothing to prevent construction from proceeding.

Preslab. Ensure that all of the underground electrical is installed. Review all plumbing issues.

Framing. Before plumbers and electricians start their work, make sure the framing was done according to the original plan.

Intermediaries. Prior to insulation and drywall, check for pipe leaks if pipes are close to the studs; have a bang plate so that nails can be hammered in; make sure the tile looks good; and, finally, the roof has to be on.

Completion. Standard punchlist items are meticulously administered. This includes checking over drywall repairs, making sure that everything is secure, the painting is done properly, the right plumbing fixtures are in, and there are no scratches on the mirrors.

“A lot of this might be cosmetic, but the idea is for the customer not to know what's behind the wall,” says Brack. “It has to look like the crew was never there, even though they may have been the day before or even just a few hours before.”

Another strategy that helps A.F. Sterling win over customers is an orderly transfer between the construction super and customer service. The day customers move into their home, a customer service representative meets with them. The service reps then do a 90-day follow-up.

“We try to make a good attempt to be proactive and follow through on all customer service issues,” says Agron. “Even if people have been in their homes five or 10 years, we'll always go on a courtesy visit,” he says, adding, “a good portion of the time, we'll take care of the [complaint] for them.”

Market: Tucson, Ariz.

2005 closings: 320

Price range: $180,000 to $900,000

Average square footage: 2,100

2004 J.D. Power score: 121

In 2004, A.F. Sterling Homes tied for second in Tucson, Ariz, with US Home.