The Dangers of Using a Home Builder Who Doesn't Use Technology

Building a home is a major investment, and choosing an experienced and reliable home builder is important. However, choosing a home builder who uses technology to automate their processes is also important. Home builders who don't use technology are more likely to make mistakes, miss deadlines, and go over budget. They may also be less organized and efficient, which can lead to problems down the road.

We spoke to Mark Smith, regional sales executive with ECI, who has experienced all kinds of trouble with his chosen builder—all because they don’t use any tech or software with their company. In this Q+A, Mark shares how stressful the process has been and how damaging a lack of builder software can be to trust, communication, and customer satisfaction.

ECI: Mark, tell us how the building process is going so far.

Mark Smith (MS): I'm at the beginning stages of the build and already think I could lose my deposit.

ECI: Wow! That’s terrible to hear. What’s happening with the builder you’re using?

MS: He doesn’t use any tech or software in his business. He was recommended by my brother, and he and his wife have been in business for decades. She does all the selections and design work; everything she does is manual. There are very few builder options to choose from where I'm building, so I kind of got stuck. There's not a lot of trades in the area where I’m building.

ECI: I’m sure many people can relate to your story.

MS: Unfortunately, that’s true. I'd rather pay $100k more and work with a builder that has their s^%$ together. It's very, very old school. Nothing's done over the web. Nothing's done really by phone. Everything is face-to-face. And it takes three hours to get there, so it’s a lot of wasted time and gas.

ECI: What are the main factors that have made the experience difficult?  

 MS: The absence of updates, communication, and general knowledge of things is very concerning to the customer and leaves them with a sense of hopelessness or lack of control over something they are excited about and spend their hard-earned money on. 

ECI: What were your expectations when choosing a builder for this project?

MS: Some builders hire office staff to maintain a better relationship with their clients, but good help is hard to find. Just the wrong tone of voice from an employee when talking with a customer that's calling about what's supposed to be a wonderful addition to their lives (yet unintentional) can cause big problems. Avoid the “he said, she said” crap. Some customers understand the struggle in this industry that builders deal with, and therefore, they are hesitant to contact the builder with valid questions and concerns. This lack of communication causes stress and misunderstandings on both ends, turning the whole experience into something they never want to do again.

ECI: And how would software help mitigate these issues?

MS: A customer portal with standard information and a guide to what to expect next takes the customer's experience to a whole new level without adding additional employees. I have to say, if my builder said he charges a $500 "technology fee" so we can better manage your project, I would have absolutely no problem with it. At the start of the project, while loans and initial selections are being figured out, a weekly message to your customer saying something as simple as, “Good morning. I hope your list of homework items for the loan and build is going well. Everything is going according to plan at our end. If you have any questions, please use this portal to ask so we can keep track of all our communications.” As we progress through this process, we will upload new information and images related to your build to help keep you informed.

ECI: So, communication seems to be paramount when dealing with a builder. How would software simplify communication between you and your builder in a perfect world?

MS: instead of in random emails with different members of their team. When you're giving someone else hundreds of thousands of dollars, you want to feel confident that things are not getting overlooked. If you do not feel confident, then you send extra emails and make extra phone calls, knowing that this may aggravate the builder, but you know if you don't say something and they miss it, then it's, "You should've told us.” It's a catch-22 for sure and very stressful for your customer.

ECI: What is holding back this builder from embracing tech and software?

MS: My builder is all about face-to-face and "real" relationships, but this is too hard to maintain even with a small volume of builds. A customer portal would allow us to get all the details and small stuff taken care of so that when we are face-to-face, the builder can focus on the relationship instead of managing the small stuff and putting out fires that would've otherwise never ignited. 

Conclusion

When you’re promoting yourself in the marketplace as a trusted builder, think about what potential homebuyers are looking for.

Do you use project management tools? They will be looking for features like online scheduling, project management, and communication tools.

Building a home is a major investment, so becoming an experienced, reliable, and tech-savvy home builder is important. Home builders who use technology are less likely to make mistakes, miss deadlines, and go over budget. They are also more likely to be organized and efficient, which can lead to a smoother and more enjoyable building experience.

If you are considering adopting software as a builder, know you’re ensuring that your builds go smoothly and your customers are happy with the finished product.

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