Posted by Bruce Borden in M/I Homes Culture

Great customer service is the lifeblood of any successful organization. Everything flows from it and is nourished by it. It is the difference between being good, and being better.

What does customer service for home builders look like? At M/I Homes, we’re committed to creating an all-encompassing customer experience that goes above and beyond, no matter what phase of the home buying process our customers are in.

We Respond to Questions in a Timely Manner

We regularly check in with our homeowners, even after their purchase is complete and they have moved into their home. We make sure their customer service experience has been—and continues to be—the service that they truly deserve.

“John, our Project Manager, was very good to work with,” says Charles, one of our newest Charlotte homeowners. “He has been very responsive to any and all of our questions. The process from start to finish was customer-friendly.”

From our Construction Supervisors to our Warranty Teams and every M/I member in between, your questions are important. We listen to your concerns and act quickly.

We Stay in Close Contact and Keep You Updated

Especially if you’re moving from a different state, we know that the progress of your new construction home is important for you to see. That’s why our team takes extra measures like keeping you updated via email with new photos of your home and its most recent additions.

In the home building industry, the materials, timeline, and overall quality of a new home can make or break which builder you choose. We care about what you want to see.

Scott, another one of our newest homebuyers in the Charlotte area, told us that getting photos of his home’s progress was one of the best parts of his experience with us. Besides just sending you photos, our team regularly responds to messages with any questions you might have about what you see.

We Care About Your Home. We Care About You.

Outstanding customer service is the easiest way for our customers to differentiate us from other home builders. Contact us, visit our communities in your area, and read through what our Happy Homeowners have to say about us. No matter what stage of the process you’re in, you'll always be welcomed with a smiling face and an attentive team devoted to your needs. Come and see how we Welcome you to Better Customer Care at M/I Homes.


Bruce Borden


Bruce has been with M/I Homes for over 20 years, has been the National Customer Experience Manager for over 10 years, and has been in the home building industry for over 30 years. Happily married and a proud father, Bruce enjoys outdoor activities and home improvement projects, and has never met someone he didn't like.

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