American Home Shield 2004 Annual Report Download - page 14

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accomplishments
The rollout of Neighborhood Marketing proved that alternative customer acquisition channels are available in light
of telemarketing restrictions. The introduction of the new brand position “Your Lawn Means More” has focused
the organization on continuing to provide visible results — guaranteed — and an expanded service experience. The
Canadian acquisition revealed the potential of lawn care outside of the U.S.
This past year has uncovered the importance of focusing on and building long term relationships with the right
commercial customers. Changes in leadership and a renewed focus on TruGreen LandCare sales, operations and
service functions, set the stage for a single focus: the customer.
Dedicating significant resources on researching key customer satisfaction drivers, we know what it takes to provide
the most effective and comprehensive protection against termites and pests. Superior science, service and guarantee —
it’s what makes Terminix the leader in providing the protection more homeowners and businesses believe in.
We improved our communications to customers. For example, our new contract package now clearly outlines what
the customer is getting, how to contact us, the complete details of coverage, and how the claims process works. The
ultimate goal is no surprises, because we believe in making home repair easier.
AmeriSpec continues to be there at a time when our customers need us the most — during the purchase of a new
home. With more than 1.5 million inspections since our inception, our heritage and strong realtor network makes
us an industry leader.
The success of the industry-transforming 2-hour arrival time window and focus on problem resolution has
significantly improved customer satisfaction at ARS. Differentiation comes from our “On Time Know How.”
Technicians have a stocked truck with the right tools to complete the job, an inspection checklist on every job,
and the knowledge to fix a problem right the first time.
For more than 25 years, Rescue Rooter has been your emergency plumber. Big problems are our everyday business
so our plumbers are ready 24/7 for plumbing, drain cleaning, and sewer services. Our focus on trenchless technology
means that we can complete major residential and commercial sewer repairs faster without the major disruptions to
a customer’s landscaping or property.
Through rigorous follow up and improved communications, customers and contracts grew. Especially significant
is the increased revenue and current backlog from government contracts. With our renewed commitment to on-the-
job safety, performance improved significantly.
“Trusted Help” isn’t a tagline for Merry Maids — it’s a promise. Having celebrated its 25th anniversary in 2004, a
significant amount of research has been done to uncover customer needs. Trusted help means we screen employees,
send the same team each time, clean thoroughly to meet each customer’s specifications and take care of problems
easily and quickly.
In Disaster Restoration, comprehensive communication details the recovery processes, explains the equipment and
provides crew bios — all designed to deliver peace of mind to our customers. In Janitorial, we now go above and
beyond customer expectations by providing systematized inspections and reviews of our cleaning performance. In
Residential, a multi-market pilot generated new insights and a training program to take advantage of add-on sales.
2004 was another year for high customer satisfaction index scores. Furniture Medic continues to educate the disaster
restoration and insurance industries about high quality furniture restoration as a way to avoid costly furniture
replacement in a property and casualty loss. Doors are opening in the hospitality industry, too, where hotels and
restaurants can benefit from Furniture Medic’s expertise and unparalleled craftsmanship.