How the best homebuilders ensure homeowner satisfaction

Have you heard of a “punch list”? This is construction industry jargon for a checklist of things that must be completed, repaired, or replaced. It’s a quick and easy reference to the status of the work, as well as a useful way to communicate with our trade partners and clients. Most importantly, the punch list is a key tool to make sure our homes meet the high expectations of our custom home buyers.

Traditionally, punch lists are used as the house nears completion to ensure that everything is finished according to plan. Often a punch list is developed jointly by the homeowner and the builder’s staff during a final walk-through, just before the homeowner moves in. In most cases, the list contains minor items that can be addressed quickly and easily.

Professional builders also produce internal punch lists at almost every phase of the building process. This enables us to communicate and collaborate with suppliers and trade partners about the quality and status of their work in progress. Using punch lists during construction ensures that each stage of work is complete and ready for the next stage. We can then call for an inspection by the local building department or schedule the next wave of trade partners and material deliveries. This process is key to managing the thousands of details involved in building a new home, helping us stay on schedule and on budget.

Near the end of the project, we conduct an internal inspection and address punch list items before the final client walk-through—this has proven to boost our homebuyers’ overall satisfaction. But no matter how many punch lists we develop, there are bound to be some things that homebuyers point out during the final walk-through. Some items may already be on the punch list, and the builder will explain the procedures in place for taking care of everything promptly.

Builders differ in their approach to satisfying the final punch list. Most professional builders work to cross every item off the list before homeowner possession so that the closing process is hassle-free. Depending on the punch list, a builder may try to schedule the work to address every item on the same day, rather than over several days, out of respect for the homeowner’s time.

With a reliable punch list system in place, a professional builder can consistently deliver a completed house that meets or exceeds the expectations of homebuyers. When we communicate effectively with our clients, trade partners, and suppliers throughout the process, punch lists are typically short and easy to complete, helping us deliver the most positive overall experience for the new homeowner.