Helen T. of Salt Lake City knew she needed to do something about her clay sewer line – it had gotten to the point that she had to have it cleaned out annually to clear it of roots.
“My sewer line is old and clay,” she said.
However, figuring out exactly how to approach the problem and which plumber to use proved to be a daunting task.
“It’s difficult to find a contractor. There are so many repair methods to consider – lining, bursting,” Helen said. “I had six bids.”
Helen wanted to be sure that she was making the right choice so she could enjoy many more years in her beloved home – a 100-year-old structure in a quiet residential neighborhood popular with young families. The repair would be an investment of several thousand dollars, and she wanted to make the best, most cost efficient choice. It would have been a great help to have someone knowledgeable about plumbing repair assist her, she added.
“The bidding process was difficult,” she said, noting it required doing research on her own to better understand both what she needed and what was being offered to repair the clay sewer line.
After receiving a recommendation from a plumber with whom she had a long relationship, she chose Stott Plumbing, a network contractor with the HomeServe USA.
“They came out here, they gave me a fair estimate and they gave me space to make a decision,” Helen said.
Not only do Stott Plumbing managers Bryan and Mike Stott pride themselves on word-of-mouth advertising and their cordial relationship with Salt Lake City officials, but also on being able to do every part of a job from start to finish. Stott, which was started by Gerald Stott, Bryan and Mike’s father, in 1970, has the personnel and equipment to do everything from opening a cut in the street to running heavy machinery to backfilling.
“When you don’t have control over that, then you run the risk of delay when a [third-party vendor] isn’t available,” said Bryan. “This just makes sense.”
Helen is retired and on a fixed income, and this repair would be a significant financial hardship. So Stott suggested she apply for the HomeServe Cares program. HomeServe agreed to cover the clay sewer line repair for Helen.
“I didn’t believe it at first,” Helen said. “It sounded too good to be true, but it was true.”
Stott Plumbing replaced Helen’s entire sewer service line, from her home to the city sewer main. This required digging a trench through her front yard, cutting through the street and “bursting,” or pushing the new pipe through the old, to avoid disturbing the sidewalk and porch. Stott Plumbing accomplished this all in one day so Helen will enjoy her home and neighborhood for many years to come.
“I want to thank HomeServe Cares and Stott Plumbing,” Helen said.
HomeServe is committed to serving its partners’ communities. To this end, HomeServe Cares is a program to aid disadvantaged homeowners in communities it serves who are faced with a service emergency and don’t have a service plan or the funds to cover an emergency repair. HomeServe Cares leverages the company’s existing service infrastructure and financial resources to aid homeowners in need.
By 2025, Millennials will make up to 75 percent of the work force, as the next largest generation, the Baby Boomers, retire in droves. This means their buying power will only increase in the next decade – multicultural Millennials’ buying habits include spending more than $65 billion each year and influencing up to $1 trillion, the generation has more spending power than Boomers and will spend up to $1.4 trillion by 2020.
Energy providers are sure to get some of those dollars, but what can they do to get a bigger piece of the pie? Millennials spend with companies where they are engaged and they are confident the company is socially responsible.
They also are the first truly “digital generation,” and they want cutting-edge tech like that employed in smart homes. They are willing to pay more for a home with smart technology and real-time data. These demands offer a wealth of opportunities for energy providers, from offering smart thermostats to apps that provide real-time information on energy consumption and ways to save. And that’s only the tip of the iceberg when it comes to smart devices and data.
In addition, energy providers can offer even more engagement with value-added services, that build on smart devices and data analysis. Everything from home security systems to emergency home repairs give energy providers opportunities to move laterally and increase engagement – and profits. Energy services isn’t a new field, but it is an exciting and growing one.
Providers also could combine those two demands to meet one Millennials are clamoring for: clean energy, for which Millennials are willing to pay more, and a smart grid that integrates clean energy such as solar and wind power. Clean energy and environmentalism isn’t a “trend” for Millennials’ buying habits; it’s a practice they see crossing into all aspects of their lives, from politics to spending habits.
Energy providers who showcase their social responsibility by providing the clean energy Millennials demand will stand head-and-shoulders above their competition. This generation is already driving investment in Energy STAR appliances and solar power. They don’t just want to utilize clean energy, they want to reduce their overall usage – yet another reason to move into smart home technology, data analysis and value-added services, especially with energy consumption flattening.
There is a clear gap between what Millennials want and what they are being offered by energy providers. Despite 86 percent of overall customers who would like to have green energy, only 45 percent have been offered it, according to a Deloitte study. It also shows that 48 percent of Millennials are interested in solar power and 32 percent are interested in wind power. The study also confirms Millennials’ interest data analysis, particularly smart meters, apps and time-of-use rates.
Forward-thinking providers will be moving into these spaces as Millennials continue to increase their buying power. Partnerships with service providers such as HomeServe can help them do that.
HomeServe, a leading provider of home repair service plans, partners with utilities across the nation to offer utility customers affordable protection from potentially expensive repairs of electrical lines, water heaters, HVAC systems and water and sewer lines. To learn more about a partnership with HomeServe, contact us.
HomeServe USA was featured in a blog post by Gregory Gibbs, Vice President of Global Customer Transformation for Service Council following Click’s 2018 “ClickConnect” conference.
“Of all the many great takeaways from this conference, which we will highlight in later communications, one of them came from Mark Crook, VP Energy Services, HomeServe USA, a home warranty service organization. When asked what his organization measures as KPIs, his answer was, ‘We don’t measure ourselves against our direct competitors–we have to measure ourselves against our customers’ best service providers.'”
To read the full blog, click here.