Neighborly Spring Summit Recap

Thank you for attending our Neighborly Spring Summit on March 3, 2021. In case you missed it, or would like a refresher on topics discussed, check out this quick presentation recap and recording link.

During the recent Neighborly Spring Summit held last week, the Neighborly leadership team shared how our brands and franchise owners are coming together to best serve the customer. You heard from Mike Bidwell, Lisa Zoellner, and Mary Thompson on key 2021 topics related to operating your business in a post-pandemic world, our Own the Home initiative, the Neighborly App, and more. In case you missed it, or simply want to review the content again, check out the following presentation summaries, or click on the button below (or here) to watch the recording.

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Quick Summary

To kick off the event, Mike Bidwell discussed how the world changed dramatically in the last year. Together, we navigated the COVID-19 pandemic, an economic recession, social unrest and fight for justice, and a presidential election. Through it all, we have survived, endured and learned lots of important lessons. 2020 changed how we do things at Neighborly. We transitioned to remote work, launched a Diversity and Inclusion committee, took note of consumer purchasing behaviors, paid special attention to trends that impact our businesses, and more. Neighborly has thrived in the last year, acquiring five new brands and employing more than 1,000 employees. This summer, we will launch a consumer app and a new and improved Neighborly website. Above all, Mike thanked franchise owners for their tenacity and grit. Because of the exceptional experiences delivered by franchise owners, our NPS score is 78. (For reference, Amazon’s score is 69!) As you know, our vision at Neighborly is to become so remarkable, we become a beloved household name. Despite a global pandemic, we increased same-store sales, filled in the white space, and boosted website traffic and conversion. In his final thoughts, Mike urged us to do three things:

  • Reflect on how much we have experienced in the last year.
  • Think about new routines and conveniences we did not have a year ago.
  • Be open to and initiate change in our businesses and our lives.

Next up was Lisa Zoellner who discussed how the pandemic accelerated the steps we have taken over the years that have served us well. Now more than ever, we must meet the customer where they are and bring trust. We are doing this through the Done Right Promise, the Neighborly website and app, and our digital transformation. Based on our research, it was clear consumers need assurance the job will be done right. Since the launch of our Done Right Promise, 48 percent of customers said it influenced their decisions. You can find Done Right Promise materials on Xpressdocs. The Done Right Promise for Canada is being finalized and details will be shared soon. Our new and improved website will feature a complete redesign, more color, streamlined scheduling, more opportunity for cross-selling, an enhanced search experience, and improved site speed and mobile usability. The app, launching at Reunion at the end of September*, will feature personalized messaging, notifications, service status tracking and a click-to-call feature. The app also allows for targeted offers, expert tips and mobile scheduling. Neighborly App Workshops are coming in April and May* - watch for the dates to be announced. The Neighborly digital team has also had more than 20 new hires since the beginning of 2020, and we are already seeing a positive impact on local marketing. Neighborly, along with the marketing team, is ready to meet the demands of customers.

Finally, Mary Thompson opened her presentation with a quote by John Maxwell: “…change is inevitable. Growth is optional.” She challenged franchise owners to “…make the best use of the abundance that is all around us” by participating in two important initiatives. First, it is important to immediately update your availability in your customer engagement system (CES). In April, we will upload service professionals’ pictures and bios to improve the customer experience. Second, regarding the Neighborly app, franchise owners have the power to make it a more successful tool. This summer, owners will be asked to download and review the Neighborly app. This will make it a more prevalent option served up to customers in the App Store to consider downloading. Look out for two* working sessions coming soon to learn how to use the Neighborly app. In closing, Mary asked franchise owners to access their official brand email address if they have not already. Currently, only about half of the emails corporate teams are sending are being open and read. Receiving and reading these corporate messages is vital, especially with the exciting upcoming initiatives. “We can and need to do better than that. You proved this past year you are capable of remarkable feats. We don’t want to play small because if we play small, we stay small.” Mary’s closing encouragement was to “do more and be more.”

If you have any questions about what was discussed at our Neighborly Spring Summit, please reach out to your Franchise Business Coach (FBC).

* Represents an area that has changed or updated since the Spring Summit presentation. Also, to clarify in Mary’s presentation, the Home Advisor 115K downloads mentioned are a 90-day estimate.


Dianna Worthington, VP of Training and Education, Neighborly

Dianna Worthington, VP of Training and Education, Neighborly

Dianna is Vice President of Training and Education at Neighborly. To reach her, email dianna.worthington@nbly.com.

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