Who's Who?

Communication Guidelines

Two-way communication is vital to a mutually satisfactory relationship. Understanding what is happening and knowing whom to contact with questions can smooth the home-buying process. We believe our responsibilities include establishing clear lines of communication. To that end, we follow these company-wide practices:

• Recognizing how busy all of us are, and wanting to disrupt your normal schedule as little as possible, we will ask you to let us know how best to reach you and which method you prefer — phone or email. Our intention is to follow your wishes as consistently as we can.
• Our preferred methods of communication include in-person meetings, phone calls, emails, and occasionally text.
• We strive to respond to — or at minimum acknowledge — your communication within one workday, sooner when possible. If a question requires input from experts outside our company (such as a trade contractor or supplier), we will let you know the expected time frame for a final answer. Our goal is to contact you on time, even if it is only to say we need more time.
• You are most likely to reach our team quickly by communicating during each person's posted work schedule. Outside of those hours, expect more time to pass before they respond.
• If you have not received an answer or acknowledgment within one workday (after checking the relevant work schedule), please alert us — technology is imperfect, and messages can be missed.
• Contacting multiple team members, or the same team member repeatedly in a short period, is unlikely to produce answers any faster and may have the opposite effect. Duplicated efforts are often inefficient and can add to confusion.
• If you contact someone whose expertise or authority does not extend to your question, they will direct your inquiry to the correct individual or department and let you know that this has occurred. We are here to help you — even if that means simply communicating internally on your behalf.

note

Your Sales Specialist is your primary point of contact throughout the purchase and build. They will introduce you to the other team members — such as your Builder and the Design Studio and Closing teams — at the appropriate stage, along with the best way and times to reach each of them.