NHQ Bronze Award elevates French Brothers as the company aims for market expansion and total quality management.
Tom French recalls his frank assessment of the family business after he mingled with some award-winning home builders at the Benchmark Conference in Las Vegas on Jan. 21, the day before the 2013 International Builders' Show.
French BrothersAlamogordo, N.M.Founded: 1996Markets: Alamogordo and Roswell, N.M.2013 revenue: $19.2 million2013 closings: 85Quality Best Practices:Managing customer expectations—The builder shares a "road map" with clients that guides them through the entire home-buying process. Superintendents check in with customers once a week during construction.Focus on value—Clients select a base floor plan and then choose upgrades from a list of options. Each year the market improves, the firm adds some of those features to its base homes.Emphasis on technology—The company recently instituted a new open-book management system that ensures employees are on the same page. All superintendents and field personnel carry iPads.
Construction manager Justin Palmer (left) consults with superintendent Elias Nieto via tablet. "We're in the middle of nowhere, but from a touch of a button we know everything that's going to happen on that house," Palmer says.