'It's Included' Goes A Long Way

Meridian Homes' philosophy puts the customers first. Read on to find out how it works.
By By Paul Cardis, Avid Ratings Co. | October 31, 2007
Meridian Homes

Meridian Homes' "It's included" philosophy has gone a long way toward ensuring happy customers. Items that would normally be upgrades such as custom cabinetry, architectural shingles, fiberglass front doors and pre-installed security systems come with the base price.

Meridian's quality assurance manager checks each house after construction to make sure it's ready to show, sell or close, enabling the builder to uncover problems before they become issues for the customer, says Joel Gregory, vice president of sales and marketing.

The builder surveys customers 30 to 60 days after move-in and sometimes after one year as well. "We find out what they see and feel; how they felt they were treated; and what they think their home is like," Gregory says.

Meridian keeps warranty calls to a minimum by doing everything possible to deliver houses that are 100 percent complete — no punch list items. If something does need to be fixed, warranty-service technicians handle the small jobs and call in trade contractors for bigger repairs. Homeowners get a response within 24 hours and often have their problems resolved the next day.


Meridian Homes

Finalist in Atlanta Market

Headquarters: Loganville, Ga.

Chief Executive: Darrell McWaters, president and founder

Number of Employees: 45

Product: Single-family

Average Square Footage: 2,800

Average Price: $205,000

2006 Closings: 567

2006 Revenue: $112.2 million

Avid Index: 235 points (out of 300)

Home Buyers Willing to Recommend: 91.3%

Home Buyers Making Actual Referrals: 72.7% (22.7% have made 6 or more referrals)

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