4 Questions Every New Home Builder Should Ask Their Clients

Meet the builder

As a member in good standing with the Hamilton-Halton Home Builders’ Association, your mandate is to:

  • Give your clients what they want.
  • Deliver beautiful new homes in a timely, professional, and efficient manner.

When meeting with prospective customers, you can expect to be asked a ton of questions about things like your work, your processes, your supplier partnerships, etc.

It shouldn’t be a one-way conversation, though.

In order to ensure everyone walks away happy, here are 4 questions every home building company should ask their clients.

Question 1: “What are you looking for in a builder?”

Now, this may seem like a cliché question, but the answers can set the tone of the relationship between the builder and the customer.

For example, let’s say the client is really concerned about interior home décor:

  • You can assure your client that your interior design consultant (if you have one on staff) will always be available to answer their questions.

Or, you find the customer very patient and thorough when talking to them:

  • That indicates you may need to give them extra time when making decisions. You’ll have to account for that when discussing a building schedule.

Chances are the customer has already seen the work you do. Obviously, they’re impressed (otherwise they wouldn’t be meeting with you).

They know the end result. At this point, they need to know how the journey will be to get there.

Question 2: “Who should we contact for decisions? Who is the SSOT?”


It seems like an obvious question to ask (and it is), but there’s a bit more to it than that.

Sometimes, decisions need to be made immediately. When that happens, it can be hard to reach everyone involved.

That’s why you need to designate someone as the SSOT:

  • Single Source Of Truth

The SSOT is the individual who has the final say. This is important because:

  • It gives the builder confidence to move ahead without worry.
  • It keeps the project timeline on track for the client.

If he has a strong interest in the electrical wiring, he can be the SSOT for that element.

And if she’s big on landscapes and gardens, she can be the SSOT for that component.

The point being that when something must be decided upon ASAP, you know who to call (and how to contact them, too).

Question 3: “Can we walk you through our past new home projects?”

As mentioned earlier in this blog:

  • Prospective buyers know what you’re capable of.
  • They’re going to ask you a lot of questions.

While giving thoughtful and detailed answers are important, showing them what you’ve done will make a greater impact.

Example: Let’s say the lot is on a bit of a slope and your client is worried about flooding and pooling.

Illustrating an instance where you rectified this issue (by improving the grade of the area or installing a retaining wall) answers all the basics:

  • What was the problem?
  • What was the solution?
  • How was the solution implemented?

Doing this also provides another opportunity to showcase the quality of your work.

Question 4: “Do you know about the Ontario New Home Warranties Plan Act?”

Home warranty

While many homebuyers have heard of Tarion and/or the Ontario New Home Warranties Plan Act, they may not know exactly what it covers:

  • In short, it’s designed to protect consumers when builders fail to fulfill their warranty obligations.

However, there are misconceptions which – if not properly addressed – could lead to friction down the road.

The most commonly mistaken belief is that, if a homeowner doesn’t like something, the Tarion warranty will force the builder to change it.

That’s inaccurate because:

  • Not liking something is a personal opinion.
  • Personal opinions are not covered under the warranty.

If the customer isn’t fully aware – or doesn’t quite understand – the Ontario New Home Warranties Plan Act, you can always introduce them to the fundamentals, which are:

  • The home will be built in a professional manner.
  • Materials used to build the home are free of structural or aesthetic imperfections.
  • Substitutions cannot be made without customer consent.
  • The house adheres to the Ontario Building Code.
  • The warranty kicks in on the date of possession.

Learn more about the HHHBA

Since 1942, the HHHBA as championed the home building industry, for both construction companies and buyers alike.

As an HHHBA member, you’ll enjoy benefits like:

  • Instant membership in the Ontario Home Builders Association (OHBA) and Canadian Home Builders Association (CHBA).
  • Discounts and savings on local products and services.
  • Giving you a strong voice to government to best represent your interests.

For more information:

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