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6 Things Buyers Expect When Communicating with Their New Home Builder

For most homebuyers, the most important aspect of building a new home is working with a reputable and reliable home builder. When communicating with you, as their home builder, buyers have certain expectations. By understanding these expectations, you can gain the confidence of buyers, and prove to them they are hiring a builder who can deliver the service and quality they expect when making such a large purchase.

Be Transparent

Building a house is complex and buyers don’t expect the process to be without some complications. While you don’t have to communicate every detail to the homeowner, being transparent if there is a complication that will affect the timeline is essential. If you don’t, the buyer can lose trust, which is hard to earn back. This includes responding to questions or concerns quickly and keeping them informed.


Buyers expect their communication with you and others on your team to be professional. This includes having a team that is experienced and knowledgeable about the home building process and can offer guidance. It is important to train every employee who will be customer-facing, even if it is just a quick interaction, on how to have professional communication. This doesn’t just mean verbal communication, it extends to virtual communication like emails or text messages.


Buyers want their home builder to be flexible and accommodating with changes or customization requests during the building process. This includes working with buyers to change the floor plan or design, when possible, as well as being open to incorporating unique features or finishes. It is also important to have a knowledgeable point of contact to communicate with the buyer about their selections and any changes. It is especially important to have someone that can keep calm explaining if you can’t make a certain change or a design option isn’t available. Being respectful, and not defensive, can keep a positive line of communication.


Building a home is a huge purchase, and buyers expect their home builder and everyone working for the company to be an expert in the field. You can have training for employees so they are clean about your company’s message about your expertise and how to communicate it to homebuyers. Offering brochures or a website that talks about your history and, if possible, gives testimonials from previous buyers, can be valuable tools when communicating with prospective buyers.

Quality and Transparency

Buyers want their home builder to be transparent about the materials and construction techniques used in building their new home. They also expect the builder to use high-quality materials and workmanship to ensure the longevity and durability of their new home. Having methods to communicate this information to buyers can help them feel comfortable hiring you to build their dream home.

Be Open to Different Methods of Communication

Most buyers will have a preferred method of communication. Being adaptable to using the form of communicating they prefer can help build a relationship with the homeowner. Some people, who are in an office every day, might prefer email or text messages. Other buyers will appreciate a phone call, and want to have a conversation. Being open to different lines of communication can improve your relationship with buyers.

These expectations are essential to ensuring that the homebuilding process is a positive experience that results in a home that meets their needs and exceeds their expectations. By working with a reputable and reliable home builder who is committed to meeting these expectations, buyers can feel confident that their new home will be a dream come true.



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