Coleman Homes takes customer satisfaction veryseriously and they understand the importance of ahappy and satisfied homeowner. One of theirprinciples of operations is to provide the best value,quality and service to their Customers, which meetsor exceeds expectations. In addition, they are guidedby the needs of their customers. Coleman Homesrecognizes that the customer’s perception of theirvalue, quality and service is most important.

Following these principles has led to an overallcustomer satisfaction at time of closing to be 99%satisfied so that the customer will refer a friend orother family member.

Coleman Homes does not stop at closing. AsColeman Homes well knows, value and quality ofa home is best judged after closing, and it is here thatthe Coleman standard of quality shines brightest.

While most builders judge the effectiveness of theirwarranty program in terms of how many warrantyrequests are ‘cleared’ or taken care of inside 4-8weeks, Coleman judges themselves in terms of days.For instance, in 2003 requests for warranty serviceswere taken care of in 10 days on average, however,Coleman was not satisfied with that number. Theyknew that they could do better…and they were right.

Beginning in October of 2003, under the directsupervision of Don Smith - Vice President ofConstruction, and Kent Callaway - Warranty ServiceManager, Coleman Homes embarked on an effort tomake their warranty program the standard barer forthe entire building industry. A goal was set torespond to all warranty requests, evaluate the workneeded to be done, have the work completed, andhave the customer sign off on the work as acceptablewithin 5 calendar days (this includes weekends).

This goal is being accomplished through variousmeans that are too detailed to mention, however, itmust be noted that their success is astounding. SinceNovember of 2003 they have had warranty signoffsunder six days in every month except one that took7.23 days. Since the start of 2004, their averagesignoff for a warranty request is 3.07 days.

The success Coleman has begins with building ahome of exceptional quality, proper expectations inthe beginning, inspection by the warrantydepartment prior to closing and a dedicated groupof warranty representatives and sub-contractors thatare dedicated to the vision of being the best builderin the world.

Their success can be attributed to the expectationsthat are set from the very first time the customer isintroduced to Coleman Homes and continuesthroughout the buying process and beyond theclosing.

At Coleman Homes, they believe that the quality ofa home will never surpass the quality of the men andwomen who build them.

Coleman Homes AnnouncesWarranty Milestone Achievement

Kent Callaway and Don Smith