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to honour builders in North
America that provide extraor-
dinary customer experiences.
The winners are the builders
that score the highest with
their customers on home buy-
ing experience surveys, which
are evaluated using Avid Rat-
ings’ award-winning, unbiased
third-party survey platform. Ev-
ery home buyer survey in the
Avid database is meticulously
analyzed, and the total scores
are calculated using scores
from the total home buying ex-
perience, the willingness to re-
fer, and the actual number of
recommendations a buyer has
made.
In a statement announcing the
awards, Tim Bailey, division
president of Avid Ratings Cana-
da, said that the winners “repre-
sent a list of builders that have
all excelled in setting the bar of
homebuilding and for custom-
er service in Canada.”
San Rufo Homes is to set that
bar due to their internal man-
date, which is to “guide and
support the customer experi-
ence.”
Truly, everything San Rufo does
is about ensuring the customer
experience is a positive one. Of
course, that doesn’t mean they
don’t make mistakes. It means
that if they do, they will own up
to them and make them right.
“We’re not perfect all the time,”
John says. “Nobody is. There’s
going to be the odd situation
where the client isn’t satisfied
with something we’ve done,
but we’ll be the first to say that
when we’re wrong, we’re wrong,
and we’re going to do whatever
we can to correct it. I don’t think
there’s a client out there who
can say that we didn’t own up
to an error.”
The vast majority of the time,
however, it doesn’t come to
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