RISMedia's Real Estate Magazine

JAN 2018

Real Estate magazine is the industry's leading source for real estate news and information since 1980. Published monthly by RISMedia, Real Estate magazine offers timely and relevant real estate news to the industry's top brokers and agents.

Issue link: http://remag.rismedia.com/i/918036

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Page 34 of 110

30 January 2018 RISMedia's REAL ESTATE I n the following interview, Tim Haynes, president of American Home Shield® (AHS®) , talks about meeting the unique needs of today's consumer, improving the customer experience, and how one size does not fit all when it comes to home warranties. REAL ESTATE MAGAZINE: Please tell us a little bit about your history. TIM HAYNES: I first came to American Home Shield in 2012 from Nissan, where I led global IT teams. I started as vice president of IT at AHS, then moved over to lead ServiceMaster's IT organization and strategy and returned in 2015 to take on my current role as president of the company. I've also held a general contractor's license and built homes, which, as you can imagine, has served me well at American Home Shield. RE: How is your non-traditional background helping to transform the warranty business? TH: I'm a very hands-on person, and I like to know how things work from the inside out, whether it's a house, an IT system, a company or anything in between. I enjoy digging into data, mapping out process improvements and using technology in new ways to do things smarter and better than before. I'm not really the kind of person who's content with the status quo. I'm always looking ahead, and that's what's so great about working with the team at American Home Shield. We're doing some ex- citing things, especially around improving the customer experience and expanding our service to homeowners. When I think about the transformation that our own business is going through, I know we're not just reshap- ing how we operate and what we offer to consumers; we're also helping to change the landscape of the home warranty industry for the better. RE: How does American Home Shield provide an even greater value to homeowners? TH: Value is a broad term, and it means different things to different people. At American Home Shield, our value is based on many things, especially confidence, conve- nience and coverage. Our customers have the confidence that comes with knowing that they're working with the industry leader— one that has the expertise, the size and the scale that no other home warranty company can offer. They know we're there for them 24/7/365 and that we have a net- work of more than 14,000 service contractors to serve our customers, and they have warranty coverage that provides them with valuable financial protection. In the past five years alone, we've paid more than $1.8 billion to repair and replace our customers' covered items. Our coverage is designed to be used. And, when customers use their warranty, they renew at a higher rate than those who don't, which we believe speaks to the value that we provide. RE: You work with more than 175,000 agents. How (and why) have you realigned your team structure to be more flexible and responsive to unique needs? TH: Just like a one-size-fits-all approach doesn't work in today's real estate market, it doesn't work for us, either. The needs of buyers and sellers vary tremendously from market to market, and even among brokerages in the One Size Does Not Fit All Excelling in the Home Warranty Market by Zoe Eisenberg

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