Delivering An Outstanding Customer Experience With HomeAdvisor with Craig Smith and Tommy Mello

HomeAdvisor added accountability that older advertising mediums lacked - comprehensive background checks and screening create a feedback loop that protects homeowners.

For larger and medium-sized contractors, programs like Elite Service reward strong ratings and let quality businesses stand out in a competitive marketplace.

Focus wins: narrowing to home-related categories rather than every service vertical let the marketplace become the best destination for anything related to the home.

Track your numbers so you can confidently decide whether to invest more in a channel - measure the return before scaling spend.

Referrals are the best customers, so create raving fans; competing purely on price is a trap small companies fall into.

Fill idle time strategically - if the team is already paid and the schedule has gaps, a lower-return lead can still be worth booking to stay efficient.

A core acquisition principle: 'he who can pay more per acquisition will always win' - but only if paired with great customer satisfaction that raises lifetime value.

Markets shift like Blockbuster to Redbox to streaming - stay focused on the home and adapt to changing customer behavior or get left behind.