New program puts premium on customer service and quality.

American Home Shield (AHS), a national leading provider of home-service plans, has unveiled a new rewards program that places a premium on customer service and quality by making up to $1.2 million available as bonuses for its contractors.

The Contractor Quality Bonus program, a first of its kind in the home warranty industry, rewards AHS contractors for the quality service that has become customary throughout its 40 years in the home warranty business.

“We are very pleased to be taking the lead in establishing this innovative contractor rewards program that puts customer service front and center,” said Dave Quandt, senior vice president of field operations. “Our 11,000 licensed contractors service nearly 1.5 million customers each year. It’s their feedback that best measures our quality, and AHS is challenging our contractors to always keep customer satisfaction top priority.”

As a part of the Contractor Quality Bonus program, AHS will reward a $25,000 bonus to the top performer in each of its six service categories (appliances, electrical, garage doors, HVAC, plumbing and pool/spa). In addition, 180 top performing contractors will receive bonuses up to $15,000, depending on service trade and number of work orders. American Home Shield began briefing contractors on the reward program earlier this year. The full program went into effect on July 1. The company has set up a special website, www.AHSBigScore.com, to keep contractors updated on the latest information about the program.

“I encourage our technicians to treat each home as if it was their only customer that day,” said AHS contractor Greg McCallister, owner of Alpine Heating and Cooling. “When we’re called to a home, it’s usually because an appliance or system has broken down unexpectedly. The homeowner is understandably frustrated. We’re there not only to take care of the situation, but to do so in a way that’s professional, polite and respectful, and that ensures the overall experience is a positive one. The fact that we have the opportunity to now earn an additional $25,000 for doing those things is incredible.”

Quandt believes that despite the current economic environment, now is the best time for businesses to invest in programs that promote and strengthen a quality-oriented culture.

“So many companies are looking for ways to save money, and incentive programs are often the first to go. And, a lot of companies say they’re committed to quality, but they don’t invest in it. Not at American Home Shield. Quality is an important part of our culture, and it’s important to us that we reward our contractors who do an outstanding job of providing quality service to our customers.”  

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