“We almost guarantee we make mistakes,” says the general manager of the nine-year-old company that’s won nearly as many of the CRHBA’s accolades determined by client satisfaction as years the company has been in business.

“We focus on the customer, you can tell by our awards, and we focus on doing things right the first time—however we don’t guarantee it—we do guarantee, though, that if we make a mistake, we fix it,” continues Plumton.

The well-decorated company generally crafts from 150 to 200 homes annually spanning 1,300- to 2,500-square-feet, a number Plumton says he is comfortable with into the future of the Qualico Group builder. In addition to its current presence in areas such as Evanston, Langdon, Crestmont, Royal Oak and Black Diamond, NuVista hopes to tack on another few—but not too many—to its young-but-experienced toolbelt.

“We are looking at a number of areas to come in the fall and in ’08. We are looking at being in Silverado, as well as going back into Airdrie in the community of Ravenswood (after a four-year hiatus from that bedroom community),” says Plumton. “We just opened up another two phases in Evanston, some smaller product, with rear-detached garages which lets us cater to what we call a first-time buyer, which would now be (homes priced from) $350,000-plus.”

Speaking of the spiking price of real estate in Calgary and area, Plumton says NuVista has responded to the market by adding value to its abodes, so buyers can come home appreciating value for their investments. “We tried, as we increased our price, to add extra value as well to our specifications giving the customer a bit more for their $350,000 for a first-time buyer,” he says, citing custom finishes, higher-profile millwork and a full-appliance package now included with all homes NuVista builds, regardless of price.

Going “green” was also a way the company has grown to compete, says Karen Hoes, sales manager at NuVista, citing low-E windows, high-efficiency furnaces, higher R-value attic insulation (up to 50 R-rating), and programmable thermostats as the builder’s new “standard” of more than a year.

It’s difficult to delve into the builder’s accomplishments and philosophy or visit head office without mentioning the gaggle of SAM trophies the young company has netted. While Plumton says there is no tried-and-true secret to winning over customers, the key to a buyer’s heart can be as simple as keeping one’s word.

“I think a lot of it has to do with the quality of the product we build and that we turn over our product complete … we put the onus on completing the home back on the construction department so when it comes down to our service department, they’re actually dealing with just service. If you turn over a completed product customers are not looking for things to be wrong and anything that goes wrong, they know you are going to be there to fix it.”

He points out that field staffers have further incentive in bonuses for hitting marks for construction times and “cleaning up” deficiencies between walkthroughs and possessions.

But by no means does that translate to sales people being off the hook, either.

In fact, it’s quite the contrary, says Hoes. “From a communication standpoint we have some continuity and consistency because (salespeople) do deal with the customer throughout the whole process, they aren’t handed off,” she says. “The sales person is whom they start all the initial exploring questions with and of course going on in to their wish-list, what they want to purchase, through all their construction stages right up to and including possession.”

Plumton reiterates the importance of being honest that has been NuVista’s policy. “Realistically with the amount of components that go into a home there’s always going to be mistakes and problems that occur. You have to be straightforward from Day One. As long as they know you are going to be there to fix it when there is a problem, you get that comfort zone.”

He admits customers are increasingly savvy, and credits technology like the ’Net. “I think a lot of clients use the Internet to explore different products. I think they come into the whole process knowing a bit more on what they want when it comes down to a product, but they may not be informed enough just what takes place when you build a home, and how much stress is involved and how many decisions you have to make, and you both have to be able to agree on a lot of the decisions.”

In terms of what’s new at NuVista, would-be homeowners can expect more of the same in ’07. “If it ain’t broke, don’t fix it,” says Plumton, qualifying it with, “but we are always looking at trying new products that save time or make us more efficient.”

And as for home styles, the 75 current designs will still be available and NuVista buyers will still have a chance to personalize their spaces.

Part of allowing changes goes back to staying true to one’s word, says Hoes. “We stayed consistent with that because seven years ago we had made that commitment as far as a company and a philosophy—understanding that customers may not like our plans exactly as they are and have individual needs and wants and experiences in their lives. We stuck by that philosophy; we didn’t change it because at the core it is their home.”

Will NuVista again win the hearts and votes of its customers, beating out the fierce competition in the mid-volume building category at the Sales and Marketing Awards an eighth time? “Every year we win this is gets harder, because people’s expectations become higher of us,” says Plumton. NL