Process for Customer Service Survey Expectations

Sales advisors will set expectations with their customers that they will be receiving a survey approximately 30 days after closing on their home and they will be contacted via phone, text, and email to complete this survey. The sales advisors will set this expectation at the following times:

1. When reviewing in person or via the phone the contract section about the Rockhaven Buyback Guarantee. Example script: “Rockhaven Homes is committed to providing their customers with a superior homebuying experience. One of the ways we do this is by asking you to complete a survey about me, your project manager, and your experience in purchasing your home. You will be asked to rate me and our team with on a scale of 1 to 5 stars. I always strive for 5 along with our team at __________ community.”

2. When distributing binding contract via email. Example copy: “We are so excited to have you as a future homeowner at ___________community by Rockhaven Homes. Your binding contract is attached. Just a reminder I strive for 5 along with our team here at _______ community. “

3. Private Residence Sign Delivered email. Example copy: Dear______, I delivered your Private Residence sign today! Welcome to ________ community! Just a reminder I strive for 5 along with our team here at ___________community.

4. Sales advisor to call homeowner one week after closing. Example phone script: “Now that you have been in your home for a few days, is there anything you need that I can help you with?” Just as a reminder, you should be receiving your customer survey in the next couple of weeks. Are your phone number and email address still the same?”

Process for Hard Hats at Rockhaven Worksites

Who is Responsible: Builder and Sales Agent of community

What is the Goal: To ensure everyone visiting a Rockhaven jobsite is properly protected with a hard hat

How will it be Achieved: By following the outlined items below

Why is this Important: To ensure all persons visiting our jobsites are properly protected while home is under construction.

Process for Hard Hats at Rockhaven Worksites

Hard hats MUST be worn when walking a home under construction. All parties walking the ho me MUST wear a hard hat during the entire time they are in the home.

Per OSHA Guidelines:

Hardhats are required for escorted Rockhaven customers at all times when on active construction sites. Rockhaven will provide the hardhats for use by its customers. Customer hardhats shall be sanitized in accord with industry standard protocols after each usage. “Active construction” is defined as a time frame from the moment site prep begins to the closing of the home.

Each Sales Office MUST have 4-6 hard hats, liners and face masks available. If more need to be ordered, please contact Kristen Dentler.

Failure to follow these protocols will result in the following:

1) Verbal warning

2) Write-up

3) Fine of $100

4) Discussion with Manager regarding current position with Rockhaven Homes

Process for Lawn Maintenance for Closed Homes

Who is Responsible: Builder and Sales Agent of community

What is the Goal: To ensure communities and lawns are maintained until Rockhaven is finished building in the community and the HOA is turned over.

How will it be Achieved: By following the outlined items below

Why is this Important: To maintain community appearance while actively selling in the community to ensure appearance does not turn other sales away.

Process for Lawn Maintenance for Closed Homes

1. Weekly during the Level 10 meeting, the builder and sales agent should review closed homes that should be cut and maintained

2. Make a list of homes not being maintained

3. Take a picture of the homes not being maintained

4. Lawns and landscaping on homes that are not owned by Rockhaven should be cut and maintained. For those homes that do not follow these guidelines, a summary and photos should be emailed to HOA Representative and Sales/Closing Coordinator: a. johncenni@fieldstonerp.com b. mhomewood@rockhavenga.com

5. During the Level 10 meeting, discuss any homes that are consistent with lack of maintenance and communicate that in the summary email also

6. Invoices with lawn maintenance of closed homes should be emailed to HOA Representative and Sales/Closing Coordinator and HOA will process the bill and charge to the homeowner’s account

7. If for any reason a bill is not processed by the HOA, it should be coded to zero lot for Closed Home Community Maintenance 538-60