FOR IMMEDIATE RELEASE
June 1, 2001

Contact: Ann Romano 949 496-1076

annromano@bigplanet.com

LENNAR HOMES RECEIVES "BUILDER OF THE YEAR" AWARD FROM NATIONAL BUILDER SERVICES

ORANGE, Calif. - Lennar Homes' Inland Division has been named Builder of the Year in the Second Annual Diamond Awards, presented by the Home Team division of National Builder Services, a new-home prep-and-detail and warranty-service firm.
An ecstatic Elaine Scott, customer care manager for Lennar, accepted the award, which was presented at the recent annual seminar of the Customer Service Builders Council (CSBC) of the Building Industry Assn. of Southern California.
"I am thrilled to accept this award. It is a validation of the hard work on the part of everyone on the Lennar team," Scott remarked.
The homebuilder was recognized for its ongoing commitment to delivering quality products and achieving satisfied customers, according to Joe Wiseman, president of National Builder Services, based in Orange.
What sets Lennar apart from other builders, said Wiseman, is its success with the "Zero Defect" concept, which promises buyers that every item they find on the pre-closing walk-through will be completed before the close of escrow (typically within a week).
What is even more remarkable, according to NBS Vice President of Operations Bill Pickett, are the tremendous strides the Inland Division has made in reducing customer service requests and improving satisfaction scores since the implementation of this program.
"We were amazed to learn of Lennar's results since their adoption of the 'zero defects' program some two years ago," Pickett said .
From about 300 open requests, averaging three items per request and covering 250 homes, the division is now averaging between 100 and 150 open requests, with an average of two items per request, and has more than 450 homes under warranty. The referral rate has gone from 70% two years ago to nearly 90% currently, stated Elaine Scott, customer care manager for the division.
"When Lennar first acquired us (her division was formerly Polygon Communities) more than two years ago, we felt pretty good about our referral rate, but Lennar said they thought we could do a lot better. In each of the subsequent years, we have boosted our rate and, more importantly, gotten everyone to buy into the concept.
"At our current rate, nearly 9 out of 10 of our homeowners are willing to refer a friend or relative, which is a wonderful feeling of accomplishment."
"The Inland Division's success provides an excellent example for our industry, proving that a commitment to quality pays off for everyone," emphasized Wiseman.
With six offices throughout California, National Builder Services partners with builders to provide skilled tradespeople and professional home warranty management and repairs. For more information, please contact Bill Pickett at 800-755-3223, or visit www.nationalbuilderservices.com.
For more information about Lennar Homes, call 800/707-4410 or visit their website at www.lennarcalifornia.com.