Saturday, July 09, 2016

How to make a manual for new homes

I previously came up with the idea that developers should provide a user manual for new homes.  Today my shower gave me an idea for how that could be achieved effectively.

First of all, the manual wouldn't be an actual static manual, it would be a constantly-updated website, perhaps with a login to limit it to residents of the development if such a thing is thought to be necessary.

Homeowners are asked to report any problems they have to the developer, and the developer will provide free repairs/resolutions/instructions on preventive maintenance required to the first person to report each problem in exchange for being permitted to document it for the manual. 

The homeowner's privacy is protected throughout the process.  While the repair is photographed and videoed so the process can be fully documented, the homeowner doesn't appear in the photos or videos, and the homeowner can remove any identifying items and tidy the area before the documentation people come in.

Since only the first person to report the problem gets the free resolution, the cost to the developer wouldn't be very much, relatively speaking. It would be no more than the total maintenance cost of one unit over its lifetime (minus any repeated maintenance activities), and would probably turn out to be less because not all homeowners would be interested in participating and it's possible that no one would bother to call the developer for certain very basic maintenance activities (e.g. changing a lightbulb).  Given that each development has many units (my condo has nearly 400), and that developers tend to make multiple similar developments (many aspects of my condo operate the same as my apartment, which was built by the same developer), this is negligible compared with the number of customers served.

On top of that, to properly document a procedure with photos and videos you have to actually carry out the procedure.  So developing the manual this way wouldn't cost anything more than staging it for the cameras, and would save the time and effort of planning what should go into the manual, because the natural course of the homeowners' maintenance problems would make that decision for them.

This would be an excellent way for a developer to make customers feel like they're being taken care of, and would make that developer particularly attractive to first-time buyers who are perfectly positioned to start developing brand loyalty.

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