Mayberry Homes

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Bob and Karen Schroeder, owners of Mayberry Homes in Lansing, Mich., have only been in business since 2002, yet they have garnered more awards for customer satisfaction than most veteran builders. Mayberry Homes caters to first-time home buyers and those moving up from starter homes, as well as higher-end empty nesters.

November 01, 2006

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Mayberry Homes

Bob and Karen Schroeder, owners of Mayberry Homes in Lansing, Mich., have only been in business since 2002, yet they have garnered more awards for customer satisfaction than most veteran builders. Mayberry Homes caters to first-time home buyers and those moving up from starter homes, as well as higher-end empty nesters.

The Schroeders share a passion for building homes. They have a reputation for being responsible builders with a sense of ecology.

Family Unit

The Schroeders say they try to make their 12 employees feel important to the group. They also foster a shared vision about customer service that focuses on genuine caring: it's much easier to honestly care about your customers than it is to create a lot of rules to make it look like you do, Bob says.

Karen believes owners who exude a sense of happiness about the business have a happier staff. She says she always wanted to build a company with employees who enjoy working there; respect and believe in each other; and are treated like they belong.

"I've always said, when it stops being fun, I don't want to do it anymore," she says.

 
Bob and Karen Schroeder, owners of Mayberry Homes.

Key to Communication

Mayberry Homes exceeds expectations in many other ways, small and large. Every home buyer receives a master key the day construction begins — and encouragement to visit the house whenever they want.

Mayberry, with the volunteer efforts of its contractors, has donated three houses to St. Jude's Children's Research Hospital for the Dream Home Giveaway raffle.

"It makes a statement that this is a values-driven company that cares, "Bob says. "And that can't be faked."

Mayberry Homes' Top 5 Benchmarks
Question Difference from Industry Average
Reasonable Cost of Upgrades + 16.76
Time To Correct Walk-Through Items + 14.27
Home Was Clean and Ready + 14.27
Time Until Closing + 14.04
Number of Orientation Problems Corrected + 11.69


 

Mayberry Homes

Award: 2006 NRS Award

Closings: Fewer than 100 closings

NRS Index score: 181.513

Percentage of home buyers who would recommend the builder to a friend: 96.2%

Percentage of home buyers who made at least one actual recommendation: 85.2% (Of those making recommendations, 14.8% made six or more.)

Key Wow Factors:

  • Personalized acts of kindness
  • Proactive warranty service
  • 24/7 home access during construction
  • Customer appreciation events
  • Clarity of options and upgrades

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