Onboarding Experience

• Send a welcome email to new customers introducing them to Southern Home Services.
• Provide a checklist of various home care services provided, useful for new homeowners.
• Organize an initial home walk-through with an expert technician to assess and advise on comfort systems.

Communication Cadence

• Bi-weekly check-ins call during the first month to ensure seamless service.
• Regular email updates regarding maintenance appointments and system performance.
• Text alerts for service dispatch and completion for immediate service situations.

Client Education

• Create a Home Care Guide with practical tips and expert advice to improve customer's comfort.
• Develop video tutorials explaining basic preventive maintenance activities they can undertake.

Personalized Touches

• Surprise service anniversary gifts such as carbon-monoxide detectors or home safety tool kits.
• Birthday cards to primary account holders.
• Yearly Home Comfort Review, with personalized recommendations for the upcoming year.

Visuals and Documentation

• Documented 'Before-After' images to highlight the changes after service.
• Comprehensive service reports summarizing the work done.

Feedback and Proactive Support

• Post-service surveys to gauge customer satisfaction and identify areas of improvement.
• Proactive reminder calls for upcoming preventive maintenance checks.

Guarantee or Promise

• A'No Surprise Guarantee' - If additional work is needed beyond the estimate, we won't proceed without customer approval.
• 'Love it or Leave it' - Full refund in case of dissatisfaction within a specified period post-service.

Operational Excellence

• Assure punctuality by stating a clear service window and sticking to it.
• High standards for technician appearance — professional, clean, and carrying ID.
• The service team always communicates changes or delays proactively.

Renewals & Contracts

• Introduce yearly maintenance contracts with discounted rates for prepaid annual services
• Offer multi-year contracts with sliding scale discounts to incentivize longer-term commitment

Upsells & Cross-Sells

• Promote home efficiency upgrades and modernizations during regular maintenance visits
• Cross-sell complementary services, e.g., offer electrical checkups during HVAC maintenance

Bundling & Packaging

• Bundle HVAC, plumbing, and electrical services into comprehensive service packages
• Offer tiered maintenance plans to provide options for different budgets and needs

Loyalty & Retention Programs

• Develop a referral program offering service discounts for each successful referral
• Enhance the Home Comfort Club with loyalty points redeemable for service discounts

Custom Services and Personalization

• Offer premium 'Peace of Mind' package with priority scheduling, discounted emergency services, and annual home health checks
• Personalize customer experience by remembering previous services and suggesting relevant add-ons

Pricing Strategy

• Introduce bulk service discounting, i.e., discounted rates when more services are availed concurrently
• Offer value-based pricing – higher price for urgent, after-hours services

Customer Data and Insights

• Use CRM to track customer interaction history, identify upsell opportunities and predict potential churn
• Evaluate customer satisfaction scores post-service to identify areas of improvement and personalize ongoing service

Referral Incentives

• Offer a discount coupon for every successful referral.
• Provide a discounted or complimentary home system check-up for referees.

Shareable Assets

• Create a referral landing page with an easy sharing form.
• Offer digital referral cards that can be shared over social media and email.

Timing and Triggers

• Request referrals after customer express satisfaction post-service.
• Staff cues for asking could include scheduling a follow-up call a week after service completion.

Client Success Stories

• Share positive customer testimonials on website and social media.
• Conduct quarterly customer interviews and share their stories as blog posts or videos.

Referral Contests

• Organize yearly 'Refer a Friend' contest with a prize for highest referrals.
• Announce referral contest winners on social platforms and monthly newsletters.

Partner or Affiliate Programs

• Set up partnerships with home renovation companies, offering mutual referral incentives.
• Approach real estate agents as potential affiliates for home inspections.

Thank-You Experience

• Send a handwritten thank-you note to clients on every successful referral.
• Recognize top referrers with spotlights in newsletters and social media shoutouts.