American Home Shield 2003 Annual Report Download - page 21

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→…
Our analysis showed that crew
continuity was an important element
of quality service.We implemented
an incentive program that rewards
team captains for continuing to delight
a specific set of customers.We’ve made
it easier for customers to tell us how
we’re doing, too, with “Tel l Mer r y
Maids”a new web-based feedback tool.
Consistent reviews of the customer’s
requirements,regular inspection reports,
and simplified feedback through “Te l l
ServiceMaster”help raise customer
satisfaction. On-site communication
with the Furniture Medic customers and
after-care tent cards increase the value
of our service by ensuring that furniture
repairs last longer.
Over 600 ServiceMaster Clean Quality Restoration
Vendors schedule customers for cleaning within one
hour of reported event and typically arrive on site
within 2 hours. Equipment is constantly cleaned
and serviced to maximize results while minimizing
inconvenience for the home and business owner.