Pulte Homes attentive to customers' needs

In an effort to create the best in customer service, Pulte Homes hosts several focus groups throughout the year to obtain feedback from home buyers and current customers.

"We want home buyers to tell us what they are looking for in terms of customer service," Samantha Lynch, customer service coordinator, said. "Through this research we want to learn all we can from buyers and customers alike so that we can start to implement those wants into our current customer care program."

As part of its customer service program, the builder follows the Seven-Step Customer Care Program, an inspection and orientation program encouraging buyers to be involved in every aspect of building a new home.

"This gives us valuable feedback every step of the way, and lets us identify issues to be able to make adjustments as we go. Holding focus groups allows us to improve this process and implement new ways to better service our customers," executive Steve Petruska said.

The program includes a pre-construction meeting between buyers and the construction team.

"Home buyers are introduced to the construction team and the superintendent. The superintendent knows the home buyers by name and the home buyers have direct access to him for any questions or concerns they might have," Petruska said.

A pre-drywall frame walk for buyers is later held, followed by a quality assurance inspection conducted by the builder.

A homeowner orientation is also held when service representatives take the new homeowners on a room-by-room tour allowing them to become familiar with the home's features and repairs are often done on the spot, when needed.

"At Pulte, we walk though each room to ensure the home buyer is satisfied and if repairs need to be made, we don't make the home buyer wait ...," Petruska said. "We want to make sure that when a home buyer moves in everything is complete to their satisfaction."

The program also consists of a 30-day follow-up, six-month follow-up and 11-month follow-up, during which times the homeowner may discuss service requests and any concerns with the builder.

In addition to the customer care program, the builder includes the Environments for Living building technology with each home purchase.

Pulte, the nation's largest home builder, has 12 active developments in Southern Nevada and operations in 43 markets across the United States, Argentina, Puerto Rico and Mexico. Through its Del Webb operations, the company is a leading builder of age-qualified communities. Over time, the company has built more than 300,000 homes.

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