Building Trust to Bring Home Sales

Houston-based Trendmaker Homes had grown to include divisions in Austin and the Dallas-Ft. Worth area. To better serve its customers, the team wanted to unify both processes and communication tools from contract to close. Clarifying the buying process and helping customers know what to expect at every step of their journey would consistently reinforce Trendmaker’s premium homebuying experience, even when customers aren’t in the Sales Office or Design Studio. 

Creating transparency around every stop of the buying process would instill buyer confidence in the homebuying process as well as the homebuilder and serve as a handy reminder of next steps, potentially reducing buyer's remorse and cancellations.

While there were nuanced process differences across the divisions, a shared commitment to customer care galvanized the direction. Our client needed a clear roadmap that would put people at ease right away, and instill confidence at every step, reinforcing their decision to buy a Trendmaker home.

We developed a strong theme (“All the Way Home”) for what would ultimately become a 16-page printed piece, as well as digital downloads on the Trendmaker website. Friendly, direct copy made each step easy to understand, without sacrificing the brand’s premium voice. 

All New Home Specialists across Trendmaker Homes’ communities have the same journey map and guide to share with their buyers. Preliminary reports from the client indicate broad acceptance of the tools by the sales professionals, as well as popularity with the buyers both online and in print.

Homebuying can be an involved, multi-step process. When homebuilders provide a clear and consistent path to home ownership, and put that experience in writing, it supports the customer throughout their journey, and builds trust in the brand.