Phase 1: Internal Handoff & Initial Client Contact (Post-Contract)

Once the contract is signed and the initial deposit is secured (e.g., 10-15% of the total build cost), the formal custom home builder onboarding begins. The first step is a thorough internal handoff from sales (if separate) to the project management or operations team who will be the client’s primary point of contact.

• Internal Handoff Meeting: Schedule a meeting with the sales team, project manager, and key stakeholders. Review the signed contract, scope of work, client expectations, budget breakdown, key client personalities/preferences discussed during sales, and any specific nuances of the project or property.
• Confirm Deposit & Payment Schedule: Verify the initial deposit has cleared. Clearly reiterate the payment schedule outlined in the contract, including milestones and amounts. Ensure the client understands when payments are due.
• Initial Client Communication: Send a formal welcome email or letter (often physical mail adds a nice touch for custom homes). Introduce the client’s main point of contact (Project Manager), provide their contact information, and outline the next steps in the onboarding process. Reiterate excitement for starting their project.

Phase 2: Deep Dive into Project Details & Expectations

This phase is about moving from the high-level contract to the granular details required to start planning and permitting. It’s critical for mitigating scope creep later on.

• Detailed Project Review Meeting: Schedule a meeting (in-person or virtual) to walk through the contract and scope line-by-line with the client. Confirm all specifications, allowances (e.g., $5,000 for kitchen backsplash tile, $15,000 for HVAC system), and selections agreed upon during the sales process.
• Review Architectural Plans & Blueprints: Go over the latest set of approved plans with the client. Ensure they understand the layout, dimensions, and any pending decisions required.
• Establish Communication Protocols: Define how and when communication will happen. Will updates be weekly calls, emails, or through a project management software? Discuss preferred methods for questions, change orders, and progress reports. Tools like Buildertrend (https://buildertrend.com) or Houzz Pro (https://pro.houzz.com) are popular in the custom home space for centralizing communication, scheduling, and documents.
• Introduce Change Order Process: Clearly explain how change orders will be handled, priced, and approved. This is vital for managing client expectations and protecting profitability. Use a standard form and procedure.

Phase 3: Selections, Allowances, and Pricing Clarity

Managing client selections (fixtures, finishes, flooring, etc.) and staying within allowances is a major challenge. How you present these options and their potential cost implications is key.

• Selections Schedule & Process: Provide the client with a clear schedule for when specific selections need to be finalized to avoid construction delays. Outline the process for visiting showrooms or reviewing options.
• Manage Allowances: Explain again how allowances work. Show them where they can track their spending against allowances. Be transparent about the cost implications of selections that exceed allowances.
• Presenting Upgrades & Add-ons: This is an opportune moment to discuss potential upgrades or optional add-ons not included in the base contract. Perhaps they initially opted out of smart home features or premium landscaping. Presenting these clearly, perhaps in packaged options, can increase project value and client satisfaction.

When presenting these options – especially complex ones with varying costs – static PDFs or spreadsheets can be confusing. This is where a tool focused specifically on pricing presentation can be powerful. A platform like PricingLink (https://pricinglink.com) allows you to create interactive, configurable price lists for different packages, upgrades, or selection tiers. Clients can click through options online and see how their choices impact the total cost in real-time. While PricingLink doesn’t do full proposals or contracts, its laser focus on interactive pricing presentation can streamline the selection and upgrade approval process, making it easier for clients to visualize costs and for you to manage add-ons effectively.

Phase 4: Legalities, Permits, and Pre-Construction Preparation

Finalizing the legal and logistical groundwork is the last step before construction begins.

• Contract Finalization & Signatures: Ensure all parties have signed the final contract document. While PricingLink is great for initial pricing presentation and configuration, you’ll likely need dedicated contract management software for final e-signatures and secure storage. Consider platforms like DocuSign (https://www.docusign.com) or PandaDoc (https://www.pandadoc.com) for robust e-signature and proposal features (though PandaDoc also includes some pricing features, PricingLink’s interactive configuration is often more dynamic for complex options).
• Secure Permits & Approvals: Communicate the status of building permits, HOA approvals, and any other required permissions. Provide an estimated timeline for receiving approvals.
• Final Site Visit: Conduct a final walkthrough of the building site with the client before mobilization. Confirm staking, access points, tree protection, and discuss any site-specific considerations.
• Pre-Construction Meeting: Hold a comprehensive meeting involving the client, project manager, site supervisor, and potentially key subcontractors (e.g., excavation). Review the construction schedule, site logistics, safety protocols, temporary utilities, and the communication plan one last time. This meeting is the formal kickoff to the construction phase.