Customer Journey Map

CUSTOMER JOURNEY MAP

Step 10. You have now moved into your home and are beginning to settle in. During this time you may have noticed some things that require attention. The Customer Care team is here for you and is your contact for all your warranty service needs.

Step 9. You have made it through the homebuilding process and your home is almost ready! During this stage, our Customer Care team walks through the home with you, providing an orientation of your home and reviewing the interior and exterior finishes and features.

Step 8. The construction stage is where the designing, planning and selections stages begin to take form! Your home will begin construction and you will be notified of the stages of completion.

Step 7. The Décor team will guide you through this exciting stage, where you will make product selections like exterior finishes, kitchen cabinets, flooring, plumbing fixtures and more for your new home.

Step 1. Welcome to your homebuying journey! In this exploratory stage, many home buyers look at local home builder websites, drive around neighborhoods, and visit model homes. We invite you to check out our award-winning house plans, Dare to Compare and Buyers Guide at dougtarryhomes.com and schedule an appointment with our sales team to learn more.

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Step 2. At the discovery stage, we get to meet each other in person and learn about what your lifestyle wishes and needs are for your new home and community.

Discovery Meet with Sales Team

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Inspiration Website, Model Homes Design Sign-O )

Decision (Agreement)

Discovery (Options + Pricing Review)

Inspiration (Decor + House Tours)

Step 3. Once you have made the decision to proceed with us, have selected and put a deposit on your lot, we move to the options and pricing review stage and complete the preliminary estimates of your new home.

Step 4. Clients are invited to a private guided tour of the décor studio to become familiar with the upcoming selections process, and a tour of one of our homes so they can experience what a Doug Tarry Homes finished home is like.

Step 5. The agreement of purchase and sale is the contract signing meeting, where we review the details of the contract, prices, Tarion warranty, collect your second deposit, and answer any questions you may have.

The 10 Steps of the Doug

INSPIRATION (WEBSITE, MODEL HOME)

Researching builders, communities and house plans is the first step of the homebuying journey.

STEPS: Visiting builder websites, model homes, open houses and driving through new communities are good steps to take when beginning your search.

HELPFUL RESOURCES: Check out the Dare to Compare and Buyers Guide on our website for information on the important features you want in your new home.

NEXT STEPS: Speak with your mortgage specialist to establish your home purchasing budget and schedule an appointment with our sales team to take the next steps!

DISCOVERY (MEET WITH SALES TEAM)

What you can expect.

WHO: Doug Tarry Homes Sales Representative and Home Purchasers.

MEETING: This step is typically completed in one to two meetings.

TIME: These initial meetings usually last for one hour.

STEPS: We learn about your lifestyle needs and wishes are for your new home and community. We provide you with information and preliminary pricing. When you are ready to proceed, you can choose to secure a lot with a deposit or, schedule a follow up meeting. A deposit and photo id are required to secure a lot.

OUTCOMES: You will receive community, house plan, and lot information, and a Quick Quote. Once your lot is secured with a deposit, we move forward to step three.

NEXT STEPS: Please review the Buyers Guide available at dougtarryhomes.com to prepare for the next step.

DISCOVERY (OPTIONS + PRICING REVIEW )

What you can expect.

WHO: Doug Tarry Homes Sales Representative and Home Purchasers.

MEETINGS: This step is completed in one to two in-person meetings, and intermittent touchpoints (emails, phone calls).

TIME: Each in-person meeting lasts one to two hours.

STEPS: The sales representative will review with you the structural components of your house plans, including the elevations and floor plans, to capture important details, and fine tune the pricing of your home.

OUTCOMES: The structural components of your home will be finalized and pricing will be refined to reflect the choices made during your meeting.

NEXT STEPS: To tour the Décor Studio and a home similar to your model (if available). You should contact your bank to arrange and finalize financing and contact your lawyer to let them know of your home purchasing plans.

See Client Reference Guide for more details.

Tarry Limited Journey Map

INSPIRATION (DECOR + HOUSE TOURS)

What you can expect.

WHO: Doug Tarry Homes Sales Representative and Home Purchasers.

MEETINGS: There are one to two in-person tours.

TIME: These tours typically last one hour each.

STEPS: Tour the Décor Studio to familiarize you with the type of selection decisions you will need to consider. We also offer a tour of one of our completed homes so you can see and experience what a finished home is like. Any outstanding structural decisions from Step three can be finalized during this step.

WHAT TO BRING WITH YOU: You do not need to bring anything for the Décor and Home tours, unless we tour a house under construction. In that case Personal Protective Equipment (PPE) (certified hard hat and safety shoes) is required and only adult home purchasers are invited for site tours. Please speak with your sales representative prior to the tour should you have any questions or need to borrow PPE.

OUTCOMES: Décor and home tours, finalizing the structural details, and house pricing (except any invoices generated during Steps six and seven).

NEXT STEPS: The next step is to sign the Agreement of Purchase and Sale. Your financing should be in place, and your lawyer should be updated with your home purchase plans.

See Client Reference Guide for more details.

DECISION (AGREEMENT OF PURCHASE AND SALE)

What you can expect.

WHO: Doug Tarry Homes Sales Representative, and all Home Purchasers (all individuals on the ownership title).

MEETINGS: This step is usually completed in one in-person meeting.

TIME: The agreement signing meeting is typically two hours.

STEPS: Your Doug Tarry Homes sales agent will walk you through the steps of the agreement including important Tarion information. What to bring with you: A second deposit is required at this meeting.

OUTCOMES: Agreement of Purchase and Sale is signed, and your first Plan Review Meeting with the Design Team (Step six), and first Décor meeting (Step seven) is booked.

NEXT STEPS: Once you have signed the agreement, the sales team will schedule your first Plan “Review Meeting with the Design Team and the first Décor meeting with the Décor team. All meetings from this point forward are held during business hours to ensure our staff and suppliers are available to assist you. Our business hours are Monday-Friday 8am-5pm, with meetings held between 9am-4pm.

* *Pre-Delivery Inspection (PDI) walkthrough hours are Monday-Friday with typical appointment start times of 10am & 2pm.

See Client Reference Guide for more details.

STEPS: Doug Tarry Homes Design Team and Home Purchasers.

MEETINGS: The first Plan Review Meeting is typically one in-person meeting (virtual meetings available upon request).

TIME: This meeting usually takes one to two hours

STEPS: Review your house plan drawings and finalize structural components of your home for permit. Structural features are reviewed and finalized. No further changes to the structure of the home can be made following this meeting.

WHAT TO BRING WITH YOU: Please take some time to familiarize yourself with the Client Reference Guide, and bring your contract set of drawings provided by the sales team.

OUTCOMES: Your house plans are finalized, and the team prepares your plans for building permit application and construction.

SELECTIONS (MEET WITH DECOR TEAM)

WHO: Doug Tarry Homes Sales Representative and Home Purchasers.

MEETING: Three set meetings, first Décor meeting, Final Selections Signoff, and Electrical & Lighting meeting. Some clients need additional time to choose selections, between three to five meetings.

TIME: The first Décor meeting is in-person, between three to five hours. For additional meetings, between one to two hours. The Final Selections Signoff Meeting is inperson and usually one hour. The Electrical & Lighting Meeting is held virtually and lasts one to two hours.

WHAT TO BRING WITH YOU: The 1st Decor Meeting, it is important that you bring two things:

1. Addresses and photos of home exteriors you like from our neighbourhood communities, and

2. your appliance specifications (make, model and specifications - dimensions and details).

STEPS: First Décor meeting, we have you sign the invoice for any changes made at your first Client Meeting. We proceed with exterior finish selections, then move to the interior selections. We set an appointment for the Final Selections Signoff Meeting. We review the selections you have made along with the final pricing and invoices. Once signed, and you move to the Electrical & Lighting stage. The Electrical & Lighting Coordinator will set up a virtual meeting to go over the electrical and lighting of your home. Any invoices created during this meeting will be digitally sent to you for signing.

OUTCOMES: You will choose all exterior and interior selections, finalize your electrical & lighting details, and have all finalized pricing for your home. Next, the Project Coordinator will be in contact to guide you through the construction phase.

CONSTRUCTION

WHO: Doug Tarry Homes Project Coordinator and Home Purchasers.

MEETINGS: We offer guided walkthroughs of your home during construction (framing, exterior finishes, flooring/cabinetry) as per required or requested.

TIME: These tours last approximately 30 minutes.

STEPS: Project Coordinator will reach out to you once step seven is complete, your liaison during the construction of your home. They provide updates on your home progress, answer questions you have during the construction, and arrange guided walkthroughs as your home reaches set stages of completion. During walkthroughs, they will meet you on site with the PPE (as required) and provide you with the guided tour. Please note: limited time windows available for walk throughs as your home is on a set construction schedule that continues.

WHAT TO BRING WITH YOU: You do not need to bring anything for the Décor and Home tours, unless we tour a house under construction. In that case Personal Protective Equipment (PPE) (certified hard hat and safety shoes) is required and only adult home purchasers are invited for site tours. Please speak with your sales representative prior to the tour should you have questions or need to borrow PPE.

OUTCOMES: Décor and home tours, and construction of the home completed.

See Client Reference Guide for more details.

PRE-DELIVERY WALKTHROUGH (PDI)

What you can expect.

WHO: Construction Representative, Customer Care Representative and all Home Purchaser(s).

MEETINGS: The walkthrough, also known as the pre-delivery inspection (PDI), is held in one in-person meeting and typically lasts up to two hours.

NOTE: The PDI is booked during business hours Monday-Friday.

STEPS: The PDI meeting usually occurs one week prior to your home closing date. During this meeting you meet with your Customer Care and Construction Representatives at your home and conduct a walkthrough to review the interior and exterior of your home, and its features. The Representatives explain important information about your home features and review the home finishes with you, creating a PDI checklist of any items that require touchups and attention. Our representatives will explain Tarion, our warranty program and process and provide you with their contact information, including important emergency contacts in the event an issue arises.

WHAT TO BRING WITH YOU: You are welcome to bring the PDI checklist available on the Tarion website.

IMPORTANT REMINDER: Please be sure to contact the utilities to schedule your service connections.

OUTCOMES: You will meet your Customer Care Representative who will take you through the next steps of your journey, your PDI walkthrough and orientation of your home will be completed, and you will receive important contact information. Your Customer Care Representative will advise you of what to expect on your possession day.

NEXT STEPS: POSSESSION DAY!

10 CUSTOMER CARE (WARRANTY PERIOD) What you can expect.

WHO: Customer Care Representative, Seasonal Project Coordinator and Home Purchasers.

MEETINGS: 30 Day, 6 month, 1 year, and 2 year appointments.

30 DAY: Your Customer Care Representative will contact you after 30 days from your closing date to arrange a service appointment. We aim to complete your 30 day item in one appointment, occasionally, follow up appointments and or separate trades appointments are required depending on scheduling and availability. We may require an assessment appointment to ensure we have the necessary items needed to complete the repairs.

6 MONTH: A six month Abode Home Services Extended Care appointment that includes furnace filter replacement, ERV filter cleaning, and a relative humidity reading of your home.

If any items have come up since your 30 day appointment, let our Customer Care team know and we will assess if we can address them at that time.

1 YEAR: Your Representative will contact you prior to your one year to arrange for the appointment and address any items that may have come up.

2 YEAR: Your Representative will contact you after two years to arrange for the appointment and address any two year warrantable items. This appointment concludes Customer Care Service. If you wish to purchase an ongoing service package, please speak with your Customer Care Representative. Time: Each appointment length may vary. Your Representative will provide you with an estimated timeframe for your appointment.

STEPS: Please enter any issues that require attention into our Customer Care software and we will contact you to set up the appointments as outlined above.

Please contact your Customer Care Representative if you have any questions, and refer to the Tarion website for any additional clarification you may need.

See Client Reference Guide for more details.

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