“You only get one opportunity to make a good first impression,” says Rod Wilburn, Concert’s senior vice president of sales and marketing, “so we don’t allow the customers to see their unit during construction.” He compares the approach to that used by new car dealers. “You expect your car to be delivered in perfect condition, and that’s what our customers expect of their unit at move-in,” Wilburn explains.
However, six months before that fateful first showing, Concert’s customer service department begins a series of inspections that must be passed before the homeowner sees the unit. “We have to be 100 percent satisfied that it’s perfect,” Wilburn says. “Customer service has to sign off on the unit before they will even contact the customer to set a date for that first and final walk.”