From pre-construction meetings to post-move-in follow-ups, today’s builders are refining their communication strategies to meet the unique needs of every buyer. Whether it’s through dedicated apps, routine updates, or face-to-face conversations, the goal is clear: keep buyers engaged and informed at every stage of the process.
At Tri Pointe Homes, construction managers, like CindyAnn Lucas, help ensure a smoother journey for everyone involved. Below, she shares her insights on what it takes to establish trust, navigate challenges, and build lasting relationships with home buyers.
What is Tri Pointe’s process for keeping home buyers updated on the progress of their homes?
At Tri Pointe, we’ve rolled out the MyHome app to keep home buyers informed throughout the construction of their home. The app allows our sales team to upload photos, share updates, and provide an estimated completion date. It’s a streamlined way for home buyers to communicate with the sales and construction teams and to track construction and related milestones as they happen. In addition to the app, communication with our home buyers is built into our routine. The construction team sits down at least once a month with the sales team to touch base by phone with every home buyer in our backlog to provide them with the latest information about their home.
How do you specifically establish and maintain communication with home buyers throughout the construction process?
For to-be-built homes, we kick off the construction process with home buyers by hosting a pre-construction meeting before we even break ground. During this meeting, I sit down with each home buyer, review their paperwork, and go over essential information—how to reach me, what they can expect, and guidelines for site visits. After that, I send a follow-up email to the home buyer, copying everyone involved in their home’s build, including loan officers, customer service, sales, and construction team members. This ensures we’re all on the same page and the home buyer has an open line of communication with everyone involved. I also send regular email updates throughout the process. Homeowners don’t usually reach out much during the week since they’re busy with work and family, but they often tour their homes on weekends, which is when questions tend to come up. By Monday, I’m usually responding to messages from home buyers who’ve had a chance to see the latest progress.
How do you balance this communication role with other demanding tasks on site?
Balancing communication with the demands of the job site requires prioritization and flexibility. If I’m dealing with an urgent issue, like something happening on the construction site, then everything else goes on hold until that’s resolved. But if I’m walking through homes and get a call from a home buyer, I’m happy to take the time to answer their questions or provide guidance. When I’m sitting down with a home buyer for a walk-through or inspection, I silence my phone and give them my full attention. It’s all about knowing what requires immediate focus so I can make sure I’m present and fully engaged.
How do you navigate difficult conversations with home buyers when issues arise, such as delays?
Setting proper expectations with home buyers upfront is key. I make it clear from the beginning that the building process doesn’t follow a perfect A-to-Z path. I even have a funny slide with a wavy line illustration that shows how the sequence can jump around, from A to M to Q to Z. We can set expectations in a way that feels lighthearted, while also preparing home buyers for the reality that there may be delays or changes. When issues do arise, I communicate directly with the home buyer as soon as possible. They shouldn’t hear about it secondhand or after the fact. They should be able to rely on me for transparent and timely updates. If a customer is upset, I remind them of our initial conversation and let them know I’m here to support them through the necessary adjustments. If you build that trust from the beginning, it does wonders to ease these kinds of difficult conversations.
What kind of post-construction communication or follow-up do you maintain with homeowners after they’ve moved into their homes?
For the first 30 days after closing, we maintain regular communication with new homeowners to make sure everything is flowing smoothly. We also do an in-person, 30-day follow-up appointment with the homeowner and their warranty representative, which serves as a transition from construction to warranty. It’s an opportunity to address any lingering issues that require ongoing support. Even after this initial period, many homeowners still feel comfortable reaching out with questions, especially if I’m still working in their neighborhood. I’ve built relationships with some homeowners that go beyond the handoff, and it’s common for them to stop and chat when they see me around. Communication naturally tapers off over time, especially once I move to a new community, but I always make myself available and some homeowners stay in touch long after they’ve settled in.
What are the benefits of you and your team communicating directly with the home buyers?
At Tri Pointe, we’re focused on the customer experience, which means building long-term relationships with our homeowners, not just getting through the build as quickly as possible. Communicating directly with home buyers may take more time upfront, but it saves time and minimizes issues at the end of the process. Once we reach closing, homeowners feel well-informed and are more confident in the final product. This approach also tends to create happier homeowners. The direct relationship and trust we build with customers boosts their overall satisfaction and makes the process smoother for everyone.
What are your best tips for communicating with home buyers from a construction manager’s point of view?
The best tip I can give is to recognize that every home buyer communicates differently. Some prefer brief updates, while others want detailed explanations. Tri Pointe Homes offers a Home Start Orientation appointment, which gives us a chance to establish those preferences early on. It’s a valuable meeting where I get to know the home buyer, they get to know me, and we discuss expectations about communication. For example, I make sure they know that outside of work, my focus is on my family, so I’ll respond to their messages during work hours. Another tip is to be as consistent about your communication expectations. Home buyers often talk to one another, and if one home buyer hears something different from another home buyer, it can create confusion or mistrust. Being consistent and adaptable is essential to building a good relationship with every home buyer.
