DECEMBER 2023 THE CONSTRUCTION SOURCE AMERICA - SOUTH M is we are going to “make it right,” if we make a mistake, we do the right thing. The E is about an “exceptional experience” for our customers.” We want our employees, trades and homeowners to recommend their friends and family.” For Dorn Homes, the homebuilding process is all about the experience they provide the customer. Throughout the process, from purchasing the home, to design selections, during construction, through completion and after move-in, employees work to insure an exception customer experience for the homeowners. The key to delivering excellent service is building a trusting relationship with a customer and offering exceptional customer experience during the home building process which can be rife with uncertainty. Predictability is built into Dorn Homes’ processes, procedures, product and services it offers. “We offer a high degree of personalization in each of our homes” says Harrison. “In each community we offer a portfolio of homes with distinctive architectural styles to choose from, give everyone home its own personality. Each floor plan has an assortment of predesigned options depending on the homeowner’s desires. We are continually improving our floor plans and elevations as we begin new communities. We are always focused on continuous improvement; how can we improve the lives of our customers.” Dorn Homes offers different interior designs with a large selection of features to allow the homeowner to personalize their unique home. They offer different kinds of cabinet styles, flooring, counter tops, etc. These customizable features are already pre-priced, helping make the experience easy and fun. “We create a process that is predictable. We know what the feature cost and work with trade partners that can deliver a high-quality home. It takes the guessing out of the system and allows to reduce the anxiety and deliver a hassle-free experience for our customer,” marks Harrison. Dorn Homes works with a company called ELIANT to constantly measure customer satisfaction and gain valuable feedback to continuously improve the customer-client relationships or satisfaction levels. ELIANT delivers surveys to customers at four different times during the home building process. Clients are surveyed after the framing process, right before drywall. They are surveyed again 30 days after move-in process, once halfway through the first year of ownership, and then finally 10 months after move in. “We have consistently delivered high levels of customer satisfaction. However, the COVID pandemic has made it increasingly difficult with supply chain constraints and increasing demand for our homes with people looking to leave urban, high tax states like California” notes Harrison. Despite these recent struggles, Harrison notes that Dorn Homes has high customer
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