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CARE Program is a Win-Win: P1 Invests in Customer Feedback to Increase Satisfaction and Retention “A garden doesn’t grow without constant tending.” General Manager of Service Todd Andrews says P1 applies this same philosophy to customer relations.
In addition to her role as Service Coordinator, Erin Pearl has taken on CARE responsibilities for St. Joseph.
“You can sell and sell, but if you don’t retain anything, then you’re not growing,” Todd said. “We need to retain our customers or else we’re putting in effort without growing the business.”
“One customer recently told me how thankful they were that P1 has invested in CARE,” Kelly said. “He does not have any other contractors that do such a thing, and told us it’s one of the things that sets P1 apart.”
This is why P1 reinstated the customer CARE - Customer Assurance Review & Evaluation - program in 2019. The program has existed before at P1, but today, it stands on a strong foundation and grows steadily in its success.
Perhaps it’s that very element of the unexpected, but Kelly says one of the greatest challenges is getting a customer to make an appointment in the first place.
The strength of that foundation lies primarily with the individuals who were hired or selected to focus on CARE initiatives. CARE Coordinator Kelly Masters came to P1 in 2019 with the sole focus of building CARE for Kansas City, Lawrence/Topeka, and Wichita Service.
Customers have commented on the rarity of this kind of attention.
“Sometimes in the past, if a customer had met with me before, they think they don’t need to again,” Kelly said. “So we revisit our questions frequently to make sure we aren’t asking the same people the same thing year after year.” Kelly and Todd say it’s important to keep the meetings conversational, and make sure it’s a two-way street of communication and benefit, not
"One customer recently told me how thankful they were that P1 has invested in CARE, and told us it's one of the things that sets P1 apart." -Kelly Masters, CARE Coordinator