Customer delight is the focus in everything we do.
"Can I tell you something else? You're so clever... are you AI?... You guys are wonderful." That's real feedback from a customer who has spent $23,000 with Hoffmann Brothers. And they were talking to our AI. I'll be honest. I was a skeptic for a while. My whole career has been built on the idea that great customer experience is a people business. That the human on the other end of the line is part of what we're selling. Then we started seeing the feedback consistently. We've been building out AI-powered customer handling through our partnership with Netic. Every inbound call, text, and chat flows through Netic first, before it ever reaches a human CSR. After-hours, weekends, overflow during peak demand, everything. Another customer said it plainly: "This is the best AI system I've ever had." What I've come to believe is this. Customers don't actually care whether it's a human or an AI. What they care about is whether their problem gets solved, whether someone responds immediately, and whether the experience feels professional and respectful. Our AI does all three. Every call. Same tone. No bad days. No hold music at 11pm on a Sunday when a furnace goes out. What AI actually delivers, when implemented correctly, is consistency. And consistency at scale is one of the hardest things to build in a service business. Human performance varies. Mood varies. Volume varies. The best CSR you've ever hired still has an off day. The AI doesn't. That's not a knock on our people. Our human CX team is exceptional, and the AI works alongside them. The combination of the two, AI handling intake and routine interactions, humans handling the complex and the escalated, is producing better outcomes than either could alone. The companies that figure this out are going to have a real advantage. Not because AI is a cost play. Because it makes the customer experience more reliable, at a scale that simply wasn't possible before. That shift is underway in home services right now. We're leaning into it.