Project Partnership

This approach to customer service has home buyers raving about Touchstone Homes, which has more than two-thirds of its customers making actual referrals. "We make sure it's not a process of us against home buyers," Zambri says. "We're there to be their consultant, to make sure the customer is satisfied."

To that end, inspections are done by a separate quality assurance inspector, whose fresh set of eyes often catches things missed by those working so closely with the homes. This inspection process also guarantees that home buyers encounter the same quality regardless of the Touchstone community they are shopping. "We have a lot of home buyers who visit multiple communities," Zambri says. "You don't want them seeing different levels of quality."