growth and Sassano said commercial is outpacing our residential growth. “As a system, 17.6% of our 2016 revenue came from commercial business,” he said. “Our goal is for commercial business to reach a 25% mix as this revenue stream will become more and more significant for our continued growth in the coming years.” Anthony Garbacik leads the commercial development initiative for the system and some 2016 successes included 600 Jarden Pet washing project installations
Using Monopoly to Define 2017 Goals The 2017 Convention theme of Planning for Growth & Profitability was demonstrated throughout the event was inspired by Sassano’s favorite game, Monopoly. “The definition of Monopoly is: The exclusive possession or control of the supply or trade in a commodity or service. As Mr. Handyman owners, ask yourselves – do you want to own your market?”
completed by 93 owners, as well as preferred installer status for GateKeepers, EasyClosets and TidySquares. Visit the Commercial workshop materials to learn more. “If this is an
J.B. Sassano announced 2016 ’ s record sales of $ 72.1 million.
Sassano said. According to the Joint Center for Housing Studies of Harvard University, the estimated annual spending on home improvement and repair is $298 Billion. Mr. Handyman’s growth proves the demand for professional repair, maintenance and improvement services continues to grow. That trend is similar across Dwyer Group and the goal with Neighborly/Neighbourly is to own the neighborhood by being there to take care of all the needs homeowners will have.
area where you want to grow your business, follow the top commercial leaders announced each quarter and reach out to ask them how they grew or contact Anthony,” Sassano said. Sales will always be a focus, and smart growth through achieving Operations initiatives is key to continued success. The Operations team continues to focus on helping franchisees provide great service and recruit and retain technicians to fulfill the increase in service requests. “We continue to invest in our jobs.mrhandyman.com website, recruiting materials and tools,” Sassano said. “As a top priority across Dwyer Group , we will continue to look for ways to add tools to the RAREtoolbox. It is critical that we adopt the mentality to actively hunt for the best technicians and become an employer of choice to keep them with Mr. Handyman .” Jeff Paley led a recruiting and retention workshop full of best practices and the RAREtoolbox materials are also available on Team Site. Having enough technicians is one element and another quality control tactic is using the Listen360 surveys, which provide franchisees with invaluable customer feedback and a Net Promoter Score (NPS). “The NPS serves as a great tool to help franchisees coach their teams, while collecting and promoting high ratings to owners’ local websites. This also serves as a great indicator to new Dwyer Group customers when they are introduced to us through the Neighborly™/Neighbourly™ websites and touch points,” he said. Mr. Handyman’s goal is to reach an average NPS score of 75% or higher across the system. Last year, the system reached 74%, which Sassano said is great, but there is still room for improvement to provide outstanding customer service. “Region 1 is leading with an average NPS score of 79%, and I know we can all get there. An important way to reach our NPS goals is to promote the importance with your techs,incentivize your techs and train your techs using the feedback. NPS is an indicator of the overall customer experience and key to capturing repeat business,” Sassano said.
Mr. Handyman can provide solutions to customers in three core buckets, as defined in Kevin Busch’s home improvement workshop sessions: • Core handyman/time and work: $150 - $2,000 and 2 to 6 hour projects • Home improvement: $2,000 - $20,000 and 16 to 40 hours projects • Remodel: $20,000 and up representing 80 to 120 hour projects
TOOLS OF THE TRADE® | EDITION 1 2017 5
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