It is truly an exciting time to be part of the Contractor Connection Consumer Services program.

A valuable advantage of the program is the referral generated from an affinity partner, in whom the consumer has a high level of trust. The trust maximizes the opportunity for you to win the job. In addition, no other consumer program credentials and performance manages contractors to the same extent as Contractor Connection.

More than anything, the consumer wants the peace of mind that comes from knowing the job will be done right and with the best quality possible. You should promote that you are a proud member of Contractor Connection and therefore must meet strict requirements, ensuring that you can be trusted to meet or exceed their expectations. You must then deliver on those expectations by hiring the right people who are focused on quality service. 

The single-most critical component to providing high-quality customer satisfaction is good communication. Make sure homeowners always know the plan, what will happen next, and more importantly, that you will deliver on your promises.

Our clients are on your side. We are significantly expanding our client base in the next couple of months, which will drive more and more referrals to the network. Our affinity clients continually embrace the network as an extension of their brand, extensively promoting the “value-add” program to their customers.

Remember, we have made tremendous progress, but we all need to invest in our growth. The opportunity is certainly within your reach. Will you be ready to meet the challenge?

• Contractor Connection Consumer Services is investing in all phases of the program with dedicated staff including sales executives, recruiting specialists and customer service experts as well as a dedicated marketing campaign and specialized training for network members to be offered throughout the year.
  
  
• Over time, we anticipate the Consumer Services program can be as large as the current insurance program offered by Contractor Connection. 
  
  
• The top five services offered through Consumer Services are general contractor and remodeling, roofing, flooring, plumbing and siding. The goal is to continue to add additional services that will complement our current offering.
  
  
• Over the past year, success in volume of jobs has increased. The program has a 30 percent job-close ratio, and the average job for all consumer assignments is $8,077. Ninety-three network contractors sold 100 percent of their referral assignments.
  
  
• The more successful contractors are hiring and training staff to become consumer service specialists. You cannot treat a consumer lead in the same manner you treat insurance referrals.
  
  
• According to Andy Brown from BKA of Nashville, who sat on the Consumer Services panel, it is important to listen to the homeowner and give them what they want. Contractors are selling a promise, and when they can deliver on the promise, it leads to more jobs.

We sat down with clients involved with Consumer Services at the Conference & Expo to get their thoughts on the program. Here is what they had to say:

What do you think the biggest impact is from having the Home Improvement Network (Consumer Services) program available to USAA members?

“(It provides our members with) peace of mind; knowing that someone coming into your house is someone you can trust. Our members look at us to provide recommendations of people they can trust, and if we can’t do that, then we’re going to lose it. The members have been trained to know that what we do is of value, and so when we make a recommendation, they’re going to take that. It’s not 100 percent, but we work hard on messaging that and making sure the members understand that.”

-Rich Rathman
Product Manager, USAA Alliance Services

What steps can we as a network take to ensure a successful customer-centric program that becomes a mainstay to Amica’s high customer service standards?

“For our company, our No. 1 goal is to maintain long-term relationships on trust with our (customers).  I would say to the contractors – if you look at it that way – maintaining a long-term relationship not just on repeat business but on referrals, that’s the name of the game. (You need) someone that’s going to promote you.”

-Eric Ernst
Property Examiner, Amica Mutual Insurance