Darling Homes
Building Dreams with Pride
by Danielle D'Adamo
Darling Homes' philosophy of committed customer service and quality products earned them the highest ranking in customer satisfaction, new-home design and new-home quality among new-home builders in Dallas/Fort Worth by the J.D. Power and Associates 2008 New-Home Builder Customer Satisfaction Study. Recognizing the importance of offering superior product quality, delivering homes on time and providing skilled sales people has helped the company succeed.
It all began with three brothers and a dream of building lifestyle-oriented communities. As second-generation homebuilders, when Bob and Steve Darling started building homes at Stonebridge Ranch in McKinney, Texas, they understood the importance of quality and service. By expanding on the idea of offering a unique lifestyle and a superior product, Darling Homes has grown into one of the leading homebuilders in the Lone Star State.
"We certainly strive to build communities that are special and will stand out against other builders," says Mike Carter, corporate director of marketing for Darling Homes. "And you'll see that with all of our homes, whether it's at the $250 price point or up to the million dollar price point, we try to build architecturally intense homes and things you don't normally see at the price points we are at."
With over 30 completed communities, Darling Homes has become a top 100 builder by focusing exclusively on the Texas market. Catering to sophisticated buyers who are more concerned with detail than square footage, Darling Homes offers more than a blueprint or floor plan. Dedicated to providing uncompromised craftsmanship and customer service that goes far beyond the sale, buyers are faced with a builder who actually listens and shares their vision of a home.
"We give customers a chance to dream but at the same time, we live within their budget and create the best of both worlds," explains Carter. "This way, customers get the efficiency of working with a larger builder mixed with the intimacy of working with a custom builder."
Triple Crown
Gaining all three rankings with the J.D. Powers survey is no small achievement for Darling Homes. "We're certainly honored that we won," says Carter. "Very seldom does a builder achieve all three awards, but our model is a little more complicated than most national builders in that we spend a lot of time with optimize floor plans and making changes for the customer. So even J.D. Power and Associates was impressed at the model we have versus the accomplishments we've been able to achieve."
Flexibility is key in this market, and Darling Homes has responded to these changes by evolving to make its customers and employees happy. By minimizing rework on homes and using effective planning methods upfront, contractors are able to get in and out with little or no hassle. "We expect to lead the way in innovation," says Carter. "So we're looking for items that are cutting-edge and building a really diverse style of homes in each of our communities. There may be a Mediterranean house next to a Colonial house or a Tutor style. We mix it up so you get a streetscape not normally seen."
Newman Village
And speaking of uncommon communities, Darling Homes will debut its newest-Newman Village-in January. Unlike other premier gated communities in the area, this development will feature a strong emphasis on the arts. Darling Homes has become the title sponsor for the arts gala in Frisco, Texas, where Newman Village has begun construction with plans on incorporating a sense of culture by bringing in sculptures and other artwork to the community.
"A lot of focus groups showed that people in Texas are successful and have nice homes but they're lacking a sense of community," says Carter. "We, of course, see a demand for architectural intensity, but we see the arts playing a valuable role as well. We're bringing in sculptures and artwork rotating around the plaza so people can have a chance to communicate and talk with neighbors once again."
Newman Village will reflect a more traditional neighborhood style with walking paths and a central plaza with a community center. Darling Homes even splurged for a $400,000 fountain created in Spain to add a touch of elegance. "We're bringing back the front porches," says Carter. "There will be common areas where people can get together and actually interact. The whole point of Newman Village goes back to our philosophy of being lifestyle-oriented."
Aside from dedicating time and resources into building unique developments, Darling Homes has long been dedicated to giving back to the Texas community. Social responsibility plays a large role in the company philosophy and being a good neighbor simply comes with the territory. "We really try to stay engrained in the community and give back as much as we can," says Carter.
Even amidst the current state of the market, Darling Homes continues to give back and support those less fortunate. The company is actively involved in organizations such as U.S.O. Support the Troops, Habitat for Humanity and the Boys and Girls Club. "That's essentially how we pushed through the slower market," explains Carter, "We focused on customer service, referrals and giving back to the community because it always comes back to us."
"We don't have any magic powder, but we're trying to continue to leverage the things we do right," says Carter. "No matter how bleak it looks out there from time to time, there will always be people moving places so it's all about staying focused on how to get a fair share of the market."
Danielle D'Adamo is Assistant Editor of HB Magazine.
Builder Facts
Corporate office location: Dallas, Texas
Founded: 1987
Homes per year: 500+
Price range: Low $200,000 to $900,000
What home buyers should know: "We are committed to the delivery of your dream. We not only approach every job with a dedication to uncompromising craftsmanship, but with a level of customer service that goes far beyond the sale."
What trade contractors should know: "We want everyone to be happy, whether it's our customers, employees or trade contractors. We make sure to minimize rework on our homes and use effective planning methods from the start so contractors can get in and out quickly."
