Bruised by the downturn, builders turn to the fundamentals of the construction game.

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Also, make the jobsite special for them with signage. Instead of the cryptic, “Lot 15-A, Plan 2347,” try something like, “Anderson Homes is proudly building the Magnolia plan for Bob and Mary Wilson.”

7 Keep them informed. Scoreboards are great, aren't they? In an instant, players, coaches, fans, and referees know the status of the game. Builders have phones, e-mail, and Web sites that can keep buyers updated. At the very least, touch base with your customers once a week during construction, even if it's just to say it rained all week and you couldn't get anything done.

“Typically, when people start to question their decision, you can trace it back to a lack of information or them having to go look for information themselves versus someone providing it to them [proactively],” says Powley from Fox & Jacobs Homes. “There is a constant ability to communicate with customers via phone and the Internet,” he continues. Fox & Jacobs has set up a Web-based tool called My New Home where customers can log on and view the most recently completed construction phase of their home.

WALK THIS WAY: At Harvard Communities, president John Keith leads a wine-and-cheese tour for his new buyers, showing them the high-performance features that add value and comfort to their homes. A unique twist on the standard, pre-drywall walk-through, the tours help connect new homeowners with the builder and their new neighbors, and help reinforce their purchase decision at a critical time.

8 Show buyers how to make the most of their new home. For many builders, the final walk-through is presented to customers solely as a time when they can look for problems they want fixed before closing. To be sure, it's important to identify problem spots, but if that's all you do, you're missing a big opportunity to build future satisfaction. Make it a time to show new homeowners all the great features, such as appliances, central vacuuming, or whole-house speakers, and how to use them so they'll get the maximum enjoyment and value from their new home.

Houston-based Allegro Builders takes this concept to the next level. Working with its appliance partner, Viking, Allegro gives its buyers an evening with a Viking chef, who will prepare a meal in their home and demonstrate their new kitchen appliances.

9 Make move-in an event. Football players know how to celebrate a big win. Similarly, closing and move-in should be an exciting, joyful event that goes far beyond a handshake and handing over a set of keys.

Make it a day your new homeowners will never forget. William Lyon Home literally rolls out a red carpet at move-in as part of its “The Customer is King” marketing effort. The builder also plants a sign by the door that says “Welcome to the Royal Lyon Family.” “It's a big deal,” Rae says. “We're hoping to make that memorable.”

There is an infinite number of strategies and variations home builders can try to make the day a memorable one for buyers. Among those who should be on hand to congratulate the new homeowners is a representative from the warranty service team. It's a great way to make a positive transition from sales to warranty service because those are the folks who will hold the buyer's hand for at least the next year. - P. Curry