ONteriors: Takin’ it to the Streets

Focusing on Homebuyers

The one area ONteriors prides itself on is its dedication to homebuyers and their buying experience.

"The overall customer experience we offer is completely unique. Our design center process emulates the way they choose granite and flooring. This has never been done with technology options. We have developed a structured communications process to ensure that the homebuyer knows what to expect and what they need to do at every stage of the homebuilding process."

ONteriors focuses on lifestyles, not on technology. Where other builders might have walls of speakers and televisions that could overwhelm the buyer, the company says it sets its design centers up like real model homes.

Its consultants then get to work examining the lifestyles of the clients and deciding which options it offers that will best suit these lifestyle needs.

So as not to cause confusion, products it doesn't feel are appropriate for the buyers' lifestyle aren't presented.

The consultants will often meet with buyers at the time of purchase. They start to get the buyer thinking about how they will use their new home -- where they will listen to music, what room will act as a home office, etc.

A pre-appointment lifestyle questionnaire is given and gone over at the initial appointment. The consultants then conduct an information session explaining exactly what options are available and the home's capabilities.

They guide the buyers through the floor plan and talk about lifestyle choices.

They put the controls for the systems in the hands of the wife to let her "test drive" the equipment.

Closing Techniques

The consultants then follow-up with a series of e-mails and calls to explain what happens next in the process.

"This takes some of the stress out of the home buying experience," Davis says.

After the buyer moves in, ONteriors will conduct an orientation in the home to make sure the buyers know exactly how everything works and that everything actually does work.

Afterward, if buyers have any problems, the customer service department can help either via the company's Web site's self-help section or with a technician either over the phone or in person.

In the end, it also tracks customer satisfaction to ensure homebuyers are entirely happy.

For the cash-strapped buyers who can't afford many options during the initial purchase, ONteriors positions itself as a technology consultant.

The buyer's future needs and desires are examined and the consultants ensure the infrastructure is in place to meet these needs down the road.

To maintain its customer satisfaction levels, ONteriors intends to keep its design centers open long after the communities have been built out for not only service, but also to provide any additional services and products buyers might want.