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John Laing homes builds on customer service promise in construction of new homes

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Delivering on the company's promise to provide the "best new home buying experience," leading developer John Laing Homes includes buyers in the construction process of their new home from the point of contract to handing over the keys.

Under the guidance of Customer Care Director Ron Finney, an industry veteran for more than 20 years, the Laing San Diego team provides personalized attention to buyers every step along the way to their new home. According to Finney, this high standard of customer service is what attracted him to join the Laing San Diego team last January.

"At John Laing Homes it's not as much about the destination as it is about the journey," Finney said.

Along the Laing journey to a new home, buyers receive several one-on-one meetings starting with personal introductions to every member of the team who will be working on their home, including construction, options and customer care. They are also provided an orientation tailored to the floor plan they purchased, and a complete walk-through of the lot on which their home will be built. Buyers are later welcomed back to discuss the placement of their options, to walk their home once it's framed and again when construction is complete.

"Our buyers tell us that our approach takes the stress and worry out of buying a new home," Finney added.

This customer-focused philosophy has earned the John Laing Homes top marks in both architectural excellence and customer satisfaction. Out of more than 140 homebuilders scored nation wide, Laing San Diego has an overall customer satisfaction score of 97.5 percent, and has consistently held the number one or two ranking for the last year (according to third-party surveys conducted by Eliant).

Additionally, Laing San Diego's Customer Care department headed by Finney has maintained a 98 percent customer service satisfaction score and has been ranked number one for the last year.

Offering homes that range in size from 2,332 square feet to 2,736 square feet, the San Diego division of John Laing Homes is currently selling homes at Woodley's Glen in San Elijo Hills and at Seahouse at Waters End. In 2005 the company will open three new neighborhoods: Rosemary Lane at 4S Ranch and Isla Vista and Cordelane at La Costa Greens.

John Laing Homes was named Professional Builder magazine's "2004 Builder of the Year." The national award, created in 1966, recognizes one homebuilder each year for excellence in the industry in several areas, including innovative designs, marketing and customer service. One of the top privately held homebuilders in the nation, John Laing Homes ranks 28th on Professional Builder magazine's list of the top 400 homebuilders.

The company, based in Newport Beach, Calif., concentrates its homebuilding efforts in California and Colorado.


Browne is vice president of John Laing Homes/San Diego.

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