12 Steps to Customer Satisfaction
At Traditions of America active adult communities, delighting homeowners is the goal of every team member. We deliver on that promise by consistently delivering superior quality homes and exceptional customer service.
To ensure residents are thrilled with their new retirement living homes, we created a nationally respected 12-Step Customer Satisfaction Process. Customers collaborate with us during every phase of the design and construction process.
Find out more about our process below. Use the + sign to reveal what happens in each step. (For those ready to dive in, there’s “open all.”)
Step 1. Homesite Walk
After you select your homesite and prior to signing an Agreement of Sale, you will tour your new home’s location with your Construction Manager and New Homes Counselor. Learn more about the unique features of your homesite such as grades, orientation and utilities. Review the location of structural additions like sunrooms, super rooms, patios or decks that take advantage of the unique character or your homesite and natural beauty of this active adult community.
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Step 2. Initial Design Meeting
Join our professional Design Consultant to learn about customizing your home. Enjoy an overview of the wide range of builder and designer features.
Step 3. Design Your Home
Select builder and designer features during the selections process, which begins seven to nine months prior to settlement depending upon whether you’ve selected our Custom Home Program. We will complete selections five or six months prior to settlement to ensure ample time to obtain building permits and construct your new home to meet your schedule.
Step 4. Pre-Construction Meeting
The Project Manager will meet with you to review the entire building process, introduce you to the construction team, review your selections and confirm the construction schedule for your retirement living home. This happens five to six months before settlement.
Step 5. Rough Inspection
Two to three months prior to settlement – and following completion of framing, utilities and insulation – our Construction Team and New Homes Counselor will tour your new home with you. At this time, they will verify your selections and provide an updated schedule for completion of your new home.
Step 6. 45-Day Review & Letter
Approximately 45 days before your settlement, the Construction Team will inspect your new home. Following this inspection, our Settlement Coordinator will send you a letter confirming your move-in date.
Step 7. Quality Assurance Inspection
Prior to your New Home Orientation, we complete a rigorous quality assurance inspection of your home. During this inspection, we examine every facet of construction to assure your new home is ready for your review.
Step 8. Energy Inspection & Testing
Approximately ten days prior to your settlement, an independent energy auditor will inspect your home for proper insulation and conduct blower door testing. You will receive an independent energy certificate at settlement.
Step 9. Orientation
One week to go! Tour your new home with a member of our Construction Team and your New Homes Counselor. Learn the features of your home. We will quickly resolve any minor cosmetic items identified during this tour.
Step 10. Pre-Settlement Inspection
Walk through your new home and verify any minor cosmetic items have been resolved. Learn about our comprehensive Warranty Program as you review your new home with a member of our Construction Team and your New Homes Counselor.
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Step 11. 60-Day Inspection
Welcome a Customer Service Representative into your home to identify and correct any concerns that may have arisen in the two months since Settlement.
Step 12. One-Year Inspection
Eleven months after closing, a Customer Service team member will again meet with you to review any necessary warranty work. We will respond to any questions or concerns you may have before your first anniversary in your new home.
Don’t take our word for it.
Here's what residents at Traditions of America’s active adult communities had to say about the 12 Step journey to their new home:
When we decided that we were going to make the move, it was Traditions of America at Hanover or not at all. Traditions of America had programs and a team in place to minimize our concerns, fears and stress. We now have a well constructed home that we love, in a community that is friendly, active and a pleasure to live in.
- Carol and Arthur Altamura, Traditions of America at Hanover
