Why Homebuilders Should Stop Ignoring the Move-In Moment
Innovation and technology are not generally associated with production home building. Having been an executive inside a massive public home builder, I have seen firsthand the type of resistance that doing something different from the “corporate process” creates in an organization.
I get it: nobody wants to upset the turnip truck.
But in today’s world, buyers expect more. They expect automation, and they expect service.
One of the most stressful times in our lives is moving to a new home. Almost all the major public homebuilders are fighting hard for three key objectives: customer satisfaction, market share, and profits. Of course, customer satisfaction is the driver of market share and profits. Happy customers refer their friends and family. Unhappy customers scare buyers away.
The usual approach is to remind the customer of the importance of the review and to hope the move goes smoothly.
Providing a thoughtful referral or guide removes friction and is valuable to the customer. Eliminating challenges for the buyer while ensuring your company doesn’t keep paying the bills. Whatever happens during the moving process will impact the buyer's satisfaction level with the builder.
Offer Concierge Service To Buyers
Closing day is a moment of celebration for homebuyers, but it also marks the beginning of a stressful transition. Setting up electricity, internet, water, and other services can feel overwhelming, especially after months of paperwork and planning.
I have come to know one company, Move Concierge, that solves these problems for buyers. I have no financial stake or relationship with Move Concierge, but I do business with them and consider them friends. With the value they offer, I believe they are world-class, and forward-thinking home builders are increasingly incorporating them into their customer experience strategies.
Move Concierge is a white-glove service that helps new homeowners quickly and effortlessly set up essential home services like:
- Electricity and gas
- Internet and cable
- Water and sewer
- Security systems
- Home automation
Instead of making multiple calls to providers, buyers work with a single personal concierge who coordinates everything at no charge. The service earns revenue from providers, not from homebuyers or homebuilders, without compromise on choice or price.
It makes your buyers’ lives easier. Moving into a new home should be an exciting experience, not an exhausting one. Move Concierge eliminates the hassle of comparing providers, waiting on hold, and managing overlapping service dates. Buyers answer a few questions by phone or online, and their concierge handles the rest. By reducing post-close stress, you enhance the buyer’s overall experience and ensure that their first impression of their new home is a positive one.
It differentiates your brand. In today’s competitive housing market, small touches make a big difference. Offering Move Concierge adds a premium feel to your buyer experience without adding to your costs. When buyers compare builders, this extra layer of service can be the deciding factor. It shows that you care not just about the construction process, but also about how your customers live after the sale.
It doesn't require any extra work from your team. Integrating Move Concierge into your workflow is simple. Their team coordinates directly with the buyer and provides support throughout the entire process. Builders introduce the service before closing. There’s no additional burden on your sales, construction, or customer care teams, making it a high-value, low-effort solution.
It drives referrals and positive reviews. A smooth move-in experience can lead to stronger emotional satisfaction, and satisfied buyers are more likely to leave positive reviews and refer your company to friends and family. In an era where online reputation directly impacts sales, Move Concierge helps ensure the final stage of the customer journey is a good one. And they are fanatical about service, so much so that after each successful service, they gather post-close reviews for the builder and remind them to score all tens for any post-delivery surveys that may come their way.
It adds value at zero cost. Move Concierge is free for both you and your buyers. It’s a zero-cost amenity with high perceived value. Builders can gain brand goodwill without incurring expenses for new staff or systems. And in some cases, builders can also explore strategic partnerships or referral incentives through the service.
Did I mention that using Move Concierge also assures the builder that the utilities are off and transferred immediately? This alone is worth hundreds of thousands a year for a large production builder.
Offering a service like Move Concierge turns a stressful task into a memorable benefit, showing that you genuinely care about the people living in your homes. For builders who want to enhance service, boost satisfaction, and stand out in the market, this is one of the simplest ways to do it. It’s fast, free, and your customers will appreciate it. And sooner or later, this service will become a minimum standard for the home-buying experience.
I asked Gabe Abshire, the founder of Move Concierge, why builders should trust them with the “last mile” of service.
Look, Move Concierge has been doing this for 16 years – we created this whole industry because we saw builders leaving money on the table and customers hanging out to dry. We remove those utilities from your name and transfer them to the buyer’s name on closing day, which alone saves big builders hundreds of thousands of dollars a year. If you’re not offering this to your customers, you’re missing an easy win that costs you nothing but makes you look like a hero. It’s that simple.”