1. Customer Satisfaction Survey Submissions: Customer Care dealers may submit an unlimited number of survey requests on new installations and service of American Standard Heating & Air Conditioning equipment and may also submit surveys on other manufacturer s products for service calls only. Dealers are encouraged to submit survey requests for all their installation customers. Consumers will receive their survey via U.S. Postal Service and will have the option of responding by mail or online. 2. $500 Rebate from CFM for submitting 200 surveys. Sample surveys shown at end of benefits list. 3. Survey PCC & Extended Warranty Install Customers: Customer Care dealers have the option to automatically send customer satisfaction surveys based upon PCC claim customer information. Enabling this, will also automatically send surveys to their Extended Warranty installation customers. Extended Warranty classifies installation Extended Warranty customers as those customers who purchase an Extended Warranty within 90 days of the installation of their system. Choosing this option will automatically survey customers who fall within this category. The dealer can select this option at any time during the program period through ASDealerNet, Marketing Center, Customer Care Dealer Program. Those customers who purchase an Extended Warranty outside the time period referenced above will not be automatically surveyed. 4. NEW! American Standard Interactive Sales Tool (ASIST): American Standard s new ipad sales application navigates the Retail Sales Professional through the entire sales process. ASIST features an interactive presentation module, installation checklist, integrated load calculator,and proposal generator. More Details coming soon! Lead Generation Tools 2013 CUSTOMER CARE PROGRAM BENEFITS 5. Dealer Locator Identification: Each Customer Care dealer will be identified with the Customer Care logo on the dealer locator at www.americanstandardair.com. His physical address zip code, as listed in the Yellow Pages, is always entered into the dealer locator as the dealer s primary zip code. With the distributor s permission, each Customer Care dealer can submit up to six (6) additional zip codes for areas the dealer covers outside the physical address zip code. Functionality which allows the dealer to request his/her own zip codes was introduced in 2009 and is available via ASDealerNet. The distributor must approve all zip code requests. If a Customer Care dealer wishes to add more than the seven zip codes, he can purchase those for $200 per zip code, if approved by the distributor. Dealers will have the option to purchase zip codes through the zip code tool on ASDealerNet once they have exhausted their allotment of free zip codes. Any failure to comply with the terms of this Program may result in immediate removal of the dealer from the Dealer Locator. 6. Remote Call Forwarding: All Customer Care dealers listed on the dealer locator will be assigned a Remote Call Forwarding (RCF) number. This number will ring to the dealer s business phone, but will now provide tracking information on incoming calls from consumers. The addition of the RCF numbers will be done automatically for all dealers, however if the dealer accepts the terms and conditions of the program, American Standard will enable recording on phone calls and allow dealers access to reporting sites to view call volume, duration, and credibility of leads as well as grant access to call recordings to ensure leads are being properly handled by the person handling the phone. If the dealer declines the terms and conditions, call recording will NOT be activated, and only the distributor and American Standard Heating & Air Conditioning will have access to the reporting information. In addition to the RCF numbers listed on the locator, Customer Care dealers will receive an additional four (4) RCF
numbers for free to use in other media such as print, billboards, TV, etc. For dealers that currently have RCF numbers in place from previous programs, the existing numbers will be utilized. This will allow dealers to plan and track their advertising based on the number of leads generated. 7. Neighborhood Marketing: Customer Care dealers can better target their direct mail campaigns by letting a customer s neighbors know when they ve done an installation or service call, promoting their dealership in that neighborhood. Customer Care dealers are entitled to 500 free postcards or doorhangers ($515 limit) and one powder-painted site sign. To use this turnkey promotion, dealers will need to fill out the registration form included in their welcome package and available on ASDealerNet, or register on the Pretty Incredible Benefits Site (instructions included in welcome kits). A number of postcard and doorhanger designs are available and will be provided on the enrollment form, or designs can also be created on MARC and submitted to Pretty Incredible Communications (formerly PI Louisville). Exclusive design options which incorporate consumer personalization are available. Dealers will continue to submit their information to Pretty Incredible Communications (PI) by completing the enrollment form in their welcome kit or via the PI benefits web site. Once artwork has been chosen and approved by the dealer, all they have to do is check a box when they re submitting a customer for a survey on ASDealerNet, and postcards will be designated for that neighborhood. If they choose doorhangers, designs can also be chosen on the enrollment form (with additional design options available on MARC) or again via the PI benefits web site. These doorhangers will be mailed directly to the dealer for distribution in the customer s neighborhood after the installation or service call. Postcards and doorhangers can be mixed/matched to meet the 500 limit. Payment for any additional pieces beyond this limit will be the responsibility of the dealer, however they will be notified if they go above the limit. Postcards and doorhangers must be used in 2013. Artwork must be approved no later than December 3, 2013 and all orders must be placed by December 13, 2013. Any remaining quantities of postcards and/or doorhangers will not roll over into 2014. 8. AccuClean Insert in Service Surveys: AccuClean envelope stuffers will be included with all customer satisfaction surveys mailed out for service jobs. Homeowners will be introduced to the product and then encouraged to contact their dealer for more details. This free direct mail advertising should generate valuable leads for both Customer Care and Survey-Only dealers. Business Support 9. Consumer Financing Discount: Customer Care dealers will receive a 1% discount on consumer financing credit special terms through American Standard Heating & Air Conditioning. They may receive additional discounts during Spring and Fall Promotions. 10. Special Consumer Promotion Opportunities: Customer Care dealers will have access to additional Consumer Promotion periods in 2013, outside of promotion dates available to standard dealers. Details will be provided with the Consumer Promotion Sales Plan. 11. NEW! Customer Care Conference (Limited Availability) 1. American Standard will conduct a national Customer Care Conference in the fall of 2013 2. Details of the conference will be announced in early 2013. 12. Dealer Marketing Tools: To assist Customer Care dealers with marketing programs and vendors, Dealer Marketing Tools will be loaded to the Marketing and Advertising Corner.
13. NATE Incentives: To encourage Customer Care dealers to hire North American Technician Excellence (NATE) certified technicians or to get existing technicians certified, Customer Care dealers will be reimbursed $400 for one NATE certified technician per year. Requests should be limited to one technician and/or one certification per year. American Standard Heating & Air Conditioning will also reimburse 50% of the cost of the NATE test for up to three technicians per Customer Care dealer. American Standard will co-op the cost of the core module and one specialty module, provided the technician passes both parts of the test. 14. Ford Purchase Program: Discounts are available for Customer Care dealers on all Ford and Lincoln-Mercury vehicles. The dealer can purchase as few as one vehicle or as many as Ford credit or other financial institutions will approve. The standard dealership business vehicle will be in white with American Standard Heating & Air Conditioning decals. The discounts will be applied to the invoice at the time of purchase. To obtain the discount, Customer Care dealers must provide Ford dealers with the following: 1) Fleet ID Number (FIN) VV547 (V-V-5-4-7) and 2) Option Code 56A. Costs associated with this program are not eligible for co-op and vehicles must be purchased under the dealership/company name in order to be eligible for discounts. Additional information is included in the 2013 welcome package or through ASDealerNet. 15. Chrysler Purchase Program: Discounts are available for Customer Care dealers on many Chrysler vehicles. The dealer can purchase as few as one vehicle or as many as financial institutions will approve. Please review the Chrysler document available on ASDealerNet for more information on obtaining this discount. Costs associated with this program are not eligible for co-op and vehicles must be purchased under the dealership/company name in order to be eligible for discounts. Additional information is included in the 2013 welcome package or through ASDealerNet. 16. General Motors Purchase Program: Discounts are available for Customer Care dealers on many GM vehicles. The dealer can purchase as few as one vehicle or as many as financial institutions will approve. Please review GM document available on ASDealerNet for more information on obtaining this discount. Costs associated with this program are not eligible for co-op and vehicles must be purchased under the dealership/company name in order to be eligible for discounts. Additional information is included in the 2013 welcome package or through ASDealerNet. 17. Product Exchange: Customer Care dealers now have the authority to replace outdoor split/packaged units and furnaces when faced with major system leaks, compressor or heat exchanger failures within the first 60 days after installation. Request Equipment Exchange through local FSR No labor or refrigerant allowed First 60 days, post start-up Unless otherwise instructed by the FSR, failed units can be scrapped by the dealer Compressor failure is defined as: will not pump due to an electrical or mechanical failure To qualify for the product exchange, equipment must have been installed at the same time along with a American Standard comfort control Applies only to Residential Equipment (5 ton and under) 18. Verizon/Staples Discounts: We are pleased to offer Customer Care dealers the purchasing power of Ingersoll Rand. Discounts on products and service are outlined in the 2013 welcome kits, are available on ASDealerNet. 19. Additional items: Please see Welcome Kit for additional items to promote the dealership, Customer Care Program, and the American Standard Heating & Air Conditioning brand.
2013 CUSTOMER SATISFACTION SURVEY QUESTIONS - INSTALLATION
2013 CUSTOMER SATISFACTION SURVEY QUESTIONS - SERVICE
You can see that this program is full of benefits. Some of the benefits are not obvious at first - here are a few ideas to get you thinking about how you can best utilize this program: You can use this program as a Human Resource Tool: First, by consistently using the survey process, you can quickly discover Customer issues with your service technicians that operate without supervision in the field. This program allows you to receive a scorecard on each specific technician, and make corrections as needed. Second, Customer Care surveys can help eliminate any potentially bad habits in the field. When your technicians know they are being graded, they should upgrade their performance. For example, they d be more likely to tuck in their shirts and put on their booties! Surveys can help put your team on Top-of-their-Game! Third, internet feed-back sites like Yelp, Angie s List, etc., unfortunately allow your competitors to post false criticism. Even your customers may post petty claims against your company without your awareness. Customer Care complaints, on the other hand, are delivered directly to you immediately, for you to correct immediately. The Value of Customer Care can be huge, almost priceless! Think about the ROI of this program for fine-tuning the protocol of Top-Tiered American Standard Dealers!
2013 DEALER ACKNOWLEDGEMENT ON BACK OF THIS PAGE
SURVEY ONLY - DEALER MUST ENROLL IN SURVEY ONLY TO QUALIFY FOR CUSTOMER CARE Eligibility begins when the Dealer receives a minimum of twelve (12) survey responses, with at least six (6) from new installations of American Standard Heating & Air Conditioning products AND Maintains an average Customer Satisfaction Survey Score of 90% or higher Maintains a Customer Referral (Recommendation) Rate of 90% or higher 1) Unlimited Number of Surveys. Participating dealers may submit an unlimited number of survey requests and are encouraged to submit survey requests for all their American Standard Heating & Air Conditioning new installation customers and all service customers. Customer satisfaction survey reports will be available to the dealer and distributor through ASDealerNet. 2) Customer Satisfaction Survey Brochures. Each participating dealer will receive 100 customer satisfaction survey brochures at no charge. 3) AccuClean Insert in Service Surveys. AccuClean envelope stuffers will be included with all customer satisfaction surveys mailed out for service jobs. Homeowners will be introduced to the product and then encouraged to contact their dealer for more details. This free direct mail advertising should generate valuable leads for both Customer Care and Survey-Only dealers. 2013 PROGRAM FEES Survey Only. $600 for a full year and pro-rated for midyear enrollment. This fee will be credited towards Customer Care program fees when the dealer converts based on eligibility. Customer Care. $1800 for a full year and pro-rated for midyear enrollment. This is a full year commitment and cannot be credited for midyear cancellation. CFM Equipment Distributors. CFM believes in the success of its service based Dealers. CFM will credit $500 of your Customer Care program fees when 200 or more surveys are submitted during the calendar year. Sign up online at www.asdealernet.com Your TBC will help walk you through the sign up process. I acknowledge that this is for a full year commitment and cannot be cancelled for any reason. Program fees will be collected through your CFM open account. Company Name Account # Contact Name Signature Date TBC Signature Date