CEDAR KNOLL: ANTICIPATING BUYER BEHAVIORS

Exceeding customer expectations is the key to high satisfaction scores. That's why personal relationships with buyers are just as important as quality control. Southeastern Pennsylvania builder Rob Wishneski of Cedar Knoll Build-ers anticipates the points in the home buying process where customers most likely will be uptight and then intercepts anxiety before it has a chance to undermine relationships.

"The big wow factor here is that customers are always surprised by how smooth the process runs," NRS president Paul Cardis says. "There are no jolts, no worries, and that's because Cedar Knoll systematically eliminates unpleasant surprises."

Cedar Knoll is a move-up builder drawing buyers to Chester County, Pa., from Philadelphia, Wilmington, Del., and even Baltimore. It's owned by developer Brian Campbell, but Wishneski has run the company for 17 years as general manager. He believes in nipping the seeds of concern about quality and service before they sprout. "We run into a lot of people with chips on their shoulders from previous experiences," he says. "We tell them, 'Let us entertain you while we build this home!'"