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Wednesday, May 8, 2002 Fayette builder masters industry feat The home building industry as a whole has been encouraging builders to produce completed homes prior to closing for many years. Considering this an utter impossibility, most builders and homebuyers alike have instead accepted the concept of the never-ending punch list. Contrary to this, five years ago Fayette County Builder Bob Adams challenged his team of builders to deliver the first 100 percent completed home prior to closing, and has never looked back. "There were a few questionable glances around the room," said Adams with a smile, "but exactly one week later I had my first 100 percent complete walkthrough list on my desk, signed with a smily face by the homeowner. A few days later, another one came in from another community, and within a few weeks all of my builders had realized the benefits of closing completed homes and were fully dedicated to making it happen." The rest, as they say, is history. Ever since that fateful day five years ago, the Bob Adams Homes team of builders, contractors and sales professionals have committed to completing homes prior to closing and have somehow managed to stick with it. They have stuck with it so well, in fact, that they are credited by many for raising the bar of quality control in the Atlanta region and for setting the example that others would soon follow. "We visit each home with the homeowner approximately one week prior to closing," said veteran sales professional Karen Hinkle, from Lexington Park in Peachtree City, who has been with Adams more than 15 of his 20 years. "The home is complete for this walkthrough, however if there is anything that was inadvertently missed or needing attention, it is identified at this time. We also review proper care and maintenance techniques with the homeowner in order to help them keep the home looking and performing like new," said Hinkle. "A few days later our homeowners are thrilled to meet again at their home to ensure that everything on the list has been completed. Then, they head to closing with a sense of confidence and a home they can really be proud of." Recent reports in industry publications have re-emphasized the always-important fundamental of customer satisfaction. Delivering a quality product on time is one way to increase homeowner satisfaction. "Our customer satisfaction ratings have been in the 90% range since we started our 100 percent complete on delivery program," said Adams. "Delivering a quality product, on time, demonstrates a true commitment to the customer and proficiency in the process." Cabinet styles change year after year. The question of shutters versus no shutters will be debated forever. Today the color of choice is green, tomorrow it may be taupe. But the one homebuilding issue that will never be in question is commitment to quality. What goes in behind the walls will always be far more important than what goes on them. "It has always been important to deliver a quality product," said Adams, "but we believe it isn't a quality product if it isn't completed before closing." What a concept. This from the man whose company name is synonymous with quality. Following in his footsteps will not be easy for most.
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