How Builders Can Clearly Set Customer Expectations

How Builders Can Clearly Set Customer Expectations

Helping your buyers know what to expect from their new home can be challenging. For many buyers, every cosmetic crack or perceived flaw in design is the builder’s responsibility. In reality, you know that’s not always true, but how can you explain that to your buyers before it becomes an issue? How can you properly set customer expectations?

The answer lies in 2-10 Home Buyers Warranty’s (2-10) New Home Warranty Booklet. Here’s how 2-10’s Warranty Booklet helps you set customer expectations clearly and assures that you and your buyers are on the same page throughout your relationship.

Simple, Easy-to-Understand Language

Many warranty documents currently on the market were written years (if not decades) ago by attorneys and engineers. This often makes those documents difficult for the average homeowner and construction team to understand, in addition to sounding dated.

2-10’s Warranty Booklet is easy to understand for all parties.

  • Homeowners can clearly see and understand what’s covered.
  • Construction managers have an objective standard to work with.
  • Your warranty department gains clarity about responsibilities.
  • Your sales professionals benefit by having a clearly articulated guide to explain the immense value of a structural warranty, which helps them build trust.

When it’s easy to explain the warranty document and what it covers, it helps set customer expectations clearly. When clients understand what you’re trying to help them do, they gain even more trust in you as a builder.

The 2-10 New Home Warranty Booklet provides clear overviews of each aspect of the warranties we provide (workmanship, distribution systems, structural). That helps establish common ground around customer expectations.

Easy to Use

At their core, warranty documents are legal documents, which can be extremely hard to use if you aren’t a lawyer. 2-10’s Warranty Booklet simplifies the technicalities and has an intuitive layout, so you and your buyers can find and understand specific coverage more easily.

In addition, the Warranty Booklet includes more imagery and graphs so homeowners can more clearly understand their coverage. This helps answer common homeowner questions, create positive experiences between you and your clients, and limit unnecessary calls homeowners direct toward you.

When the warranty document is intuitive, it’s much easier to show your value and build trust.


The 2-10 New Home Warranty Booklet minimizes jargon in favor of transparent language. The best example of this is how we’ve defined what a structural failure really is.

In the structural warranty space, a failure is defined as anything that makes the home “unsafe, unsanitary, or unlivable.” But ask 10 different people to define those terms and you’ll likely get 12 different answers.

We help builders and their teams take the mystery out of the meaning by defining those terms in measurable and objective ways. Because the 2-10 New Home Warranty Booklet provides clear definitions of coverage, there’s much less interpretation about what’s covered.

That way, if there is a dispute between you and your client, it’s much easier to come to an agreement without involving attorneys. That creates a much better experience for you, your construction managers, your warranty department, and most importantly, your buyers.

You Build it, We'll back you up.

Learn why 1 in 5 new homes nationwide are covered by a 2-10 HBW Structural Warranty.

Clear Expectations

Setting clear expectations for your clients positions you as trustworthy, which goes a long way in bolstering your reputation and helping you sell more homes. But sometimes, expectations change as time goes by. Fortunately, 2-10 has your back in these situations.

Consider granite countertops. Not too long ago, granite countertops were much less common than they are today. However, as they became more popular, builders ran into trouble explaining which, if any, granite countertop defects their warranties covered.

2-10’s Warranty Booklet took the guesswork out of it by stating that things like color differences and seams may exist and are not defects, while cracks and chips that exist during the original walkthrough and exceed a certain size are defects.

We added this section based on builder feedback. In turn, it helped homeowners better understand what their expectations should be, because they could reference their contract.

We believe that as floor plans and home building evolves, so too should warranty documents. When you have the most up-to-date information for your buyers, it’s yet another way to foster your relationship with them.

Saves Time and Reduces Confusion

When everyone’s using the same performance standards and has the same expectations, you spend less time trying to demystify confused homeowners.

One of the challenges of setting customer expectations is that not all homeowners understand that they won’t be able to see certain structural components in their completed homes. Another is that sometimes, homeowners misinterpret normal things, such as cosmetic cracks, as structural issues.

When you cover all of your homes with a 2-10 New Home Warranty, you get clear guidance on how to handle these issues. And because these standards come from the industry leader, it adds the credibility of third-party validation to your sales repertoire.

When there’s less confusion, it gives you more time to do what you do best—build quality homes. Let 2-10 back you on all the homes you build with a clear, valuable, easy-to-understand warranty book to properly set customer expectations.

You Build it, We'll back you up.

Learn why 1 in 5 new homes nationwide are covered by a 2-10 HBW Structural Warranty.

You Build it, We'll back you up.

Learn why 1 in 5 new homes nationwide are covered by a 2-10 HBW Structural Warranty.