American Home Shield 2004 Annual Report Download - page 4

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Please find page 4 of the 2004 American Home Shield annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.

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Customer Satisfaction
Our actions are guided by the realization
that “the game is changing.” Customers
are demanding more flexibility and
more control.
We are giving customers that control. As we do, they will come to
us more often and in greater numbers for the things we do. We have
seen that even the smallest of improvements can have a big impact.
To customers, control means having what they want, when they want it, the way they want
it. Maybe there is a method or day when it is most convenient for them to talk to us. Maybe
there are special instructions for when we come to their home. They want it their way. If we
satisfy that need, they will do more business with us, and they will recommend us to others.
This all gets done through tens of thousands of ServiceMaster people in the field. Our people
want the tools they need to be more productive, to rid their jobs of unnecessary hassles and
to be more effective in delivering a great customer experience. We’re giving them these tools
through technology and training.
“My customers want
to know the job is
getting done right
the first time.”