American Home Shield 2004 Annual Report Download - page 3

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Reaching and Keeping More Customers
All across ServiceMaster we are focused
on reaching and keeping more customers.
Brand superiority, sales expansion and
customer retention are the fundamentals
for success, and we continue to drill
deeper into each.
What are we doing to keep the millions of customers we have today? We are viewing every
single customer experience as an opportunity to distinguish our brands. Whether it is sales,
scheduling, handling inquiries or performing the on-site service, we are making every
customer touch-point count.
How are we reaching the customers we want tomorrow? By offering superior service that wins
customers from our competition. By creating a brand experience so powerful that it brings
new customers into the market. By acquisition, as we continue to convince local competitors
it is better to become part of our brand network than to compete with it.
By leveraging our name recognition and reputation to reach customers we have not been
able to reach. By entering new channels and partnerships. By practicing
neighborhood selling. By employing more sophisticated use of targeted
marketing; and expanding the options for customers to engage with us
on their terms.
“My customers
want us to service
their home as if it
was our home.”