Most often this occurs when the model has met every aspect of the building code, but has not met what I call the "customer code." The customer code is hard to put into words, but it is pretty simple to describe by example. Here are a few that come to mind:
- Shoddy construction- While touring a home, I walked across the master bedroom floor and felt it bouncing-badly. I checked and rechecked the calculations and layout of the TJI floor system and the house fully met the building code. But it did not meet the customer code, and that's an unhappy customer and negative referral in the making. It was safe, maybe even functional at a basic level, but that's not value so that's not lean.
- Poor space planning- I've seen on several occasions townhome designs where you cannot get a queen-sized bed up the stairs. Building Code? Check. Customer code? Fail.
- Cheap-looking products and fixtures- I toured a client's models and was thoroughly impressed. The value for the price point was remarkable. Everything was tight, quality was great, and there was a real sense of style to the place- except for one glaring item: overhead were the cheapest "gumball lights" made in China. They were really awful and just of out of place in an otherwise beautiful home. The builder could have traded them out for something acceptable for about $100. Find that money somewhere-anywhere-because the customer code is calling.
- Detrimental downsizing- I once saw a project by a national builder where the narrowed the driveways to save concrete. As a result, the approach to their code-minimum, two car garage was so narrow that unless the buyers owned two Yugos there was no way two cars were going to fit in the garage. A customer disaster was looming.
- Nixing vital features- One builder decided to eliminate ceiling lights in all it's bedrooms. Instead, they installed switched outlets. Can you imagine how many times a year the buyers swear under their breath at this builder? Even if the average homeowner doesn't use a ceiling light very often, when they need it they really need it. Article written by Scott Sedam, TrueNorth Development.
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