American Home Shield 2015 Annual Report Download - page 7
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2015 Annual Report 5
For Gary Leathers, working with customers isn’t just
business. Leathers, a Terminix technician in Tupelo,
Miss., treats customers like family. He’s known some of
them long enough that he now treats the homes of their
children. He is willing to change a light bulb or take out
the trash when he is on a service call. Customers often
call him directly when they have a pest control issue.
Leathers typically visits about 15-20 homes a day, so
he’s constantly on the move. Technology helps a lot;
a GPS system and a handheld device allow him to
keep track of appointments, service needs, customer
information and billing. Leathers notes that he receives
outstanding support from both the corporate and
local levels.
“Not just anyone can do this job,” said Leathers, a 13-year
veteran with the company. “You have to enjoy talking with
people. It’s the way I am, the way I was raised. I love my
job and I love working for Terminix, because they treat me
the way I treat my customers, with respect.”
Making Service Personal
Gary Leathers, Terminix technician
ServiceMaster’s vast network of trusted professionals
includes partnerships with contractors who share our
vision to be the leading provider of residential and
commercial services. Rob Jackson has been a licensed
contractor for American Home Shield (AHS) for nearly 20
years and is a service manager for A-US Air Conditioning,
based in Garland, Texas.
Based on a suggestion from ServiceMaster last year,
A-US Air Conditioning worked with a software developer
to create a new web-based reservation system that allows
customers to schedule service online. The new system
was an immediate hit with customers. It reduced the
enormous pressure on the company’s telephone-based
system and greatly improved response time.
“About a third of our new customer service orders now
come through the new online reservation system,” said
Partnering for Success
Rob Jackson, A-US Air Conditioning and AHS contractor
Jackson. “We have a lot of condence in our partnership
with ServiceMaster. They trust us because we stand
behind our work. We trust them because they empower
us to do our job.”