Winback Offers

Winback Offers

Purpose

Use this process to complete Win Back calls for previously cancelled customers.

State Exclusions

  • CA is excluded from all DTC GBB offers.
  • AZ, IA, MA, UT, and WA are no‑
    promotion states. Do not offer discounts

Definitions

Active Cancels: Customer canceled with Cinch Home Services 

Examples

  1. Moved into a new home
  2. Budget constraints
  3. Went to a competitor
  4. Service Delays
  5. Buyers Remorse
  6. Sold home/moved

GBB Reinstatement Guidelines

The customer’s contract can be reinstated if all conditions below are met:
  1. Within 90 days of cancellation date
  2. Speaking to the authorized user
  3. Same property address
  4. The plan is still offered

IF all conditions are met, THEN waive the reinstatement fee and present eligible offers (when applicable

Benefits of Reinstatement include: 

  1. Preserved tenure and history
  2. No waiting period.
  3. Existing conditions covered.

GBB Enrollment Guidelines

DTC GBB Client ID and Cell Codes

Client ID:
CINDTC

Cell Codes

  1. 20% off: DTCGBBWK20
  2. 30% off: DTCGBBWK30
  3. 40% off: DTCGBBWK40
  4. No discount: DTCGBBWKNO

Benefits of New Enrollment include: 

  1. Clean slate
  2. Most current terms and conditions
  3. Plan Flexibility

Winback Call Process

Fact Gathering

  1. Review the Communication History Log before you make the outbound call.
  2. Identify the customer’s reason for cancellation.
  3. Ask an SME, Team Lead, or Supervisor if you need information about service issues.
  4. Decide the correct action (reinstatement or new enrollment) based on the customer’s situation.


Call the Customer
Alert
Follow outbound call disclosures
  1. Use a consultative approach. Speak in a natural, conversational tone.
  2. Use empathetic/sympathetic language
  3. Acknowledge the customer’s concerns
  4. Take ownership of the issue
  5. Educate/Explain the value of the customer’s plan
Behaviors to Avoid
  1. Argumentative language
  2. Minimizing the customer’s experience
  3. Empty promises/Misleading Information
  4. Sounding scripted
  5. Unprofessionalism

Present Offer: 

For Reinstatements: offer any promotions previously offered by Retention on the canceled plan. 
If the customer declines:·      
  1. Complete a new enrollment under DTC GBB plans.
  2. Offer 20%, 30%, or 40% off.

Call Flow

Voicemail

No Answer Voicemail (Leave Every Time) 

“Hi, this is [Name] calling from Cinch Home Services.
I'm reaching out with a quick update on your previous home protection plan. We’d like the opportunity to share this update with you and discuss reinstating your coverage.
We look forward to speaking with you. Please give me a call back at XXX-XXX-XXXX Monday through Saturday, 9 AM to 9 PM Eastern.
Again, this is [Name] with Cinch. I look forward to speaking with you soon. 

Scheduled Callback Voicemail

“Hi [Customer Name], this is [Name] with Cinch Home Services. 
I was calling for our scheduled call‑back today. Sorry, I missed you. When you have a moment, please give me a call at [XXX-XXX-XXXX], and I’ll be happy to go over everything with you.
Thanks, and I look forward to speaking with you soon. Our business hours are Monday through Saturday, 9 AM to 9 PM Eastern. 
Again, this is [Name] with Cinch. I look forward to speaking with you soon. 

Call Opening and Disclosures

Eligible for Offers

"Hi, is this [First Name]?
This is [Agent Name] with Cinch Home Services on a recorded line. I’m reaching out because I noticed your plan recently ended, and I wanted to personally check in.
Many of our returning customers discover they’re able to reinstate coverage at a great value, and I didn’t want you to miss the chance to protect your home again.
Do you have a moment?"
NotesWait for the customer's response before proceeding
Customer says yes/has time:

“I see you canceled because of <cancellation reason>. Do you mind elaborating on your reason for canceling? “

Customer is busy:

No problem, what’s a better time today or tomorrow for a quick 2- minute check-in?”

Ineligible for Offers

"Hi, is this [First Name]?
This is [Agent Name] with Cinch Home Services on a recorded line. I’m reaching out because I noticed your plan recently ended. I just wanted to check in with you personally.
Do you have a moment?
Notes
Wait for the customer's response before proceeding, and use the suggestions above based on the customer's response.

Disclosures State-Specific and Do Not Call (DNC) Disclosures

Some states require certain information to be provided before proceeding. Immediately after greeting, follow the guidelines below for each state.

State

Disclosure Requirement

OR, IL, KY

"Do you have a quick moment so I can explain why I’m calling?”

·       If yes: proceed

·       If no / objection: go directly to close

SD

“Before we continue, I’m speaking from Cinch Home Services, located at 4700 Exchange Court, Suite 300, Boca Raton, FL 33431.
Do you have a quick moment so I can explain why I’m calling?”         

If yes: proceed

·       If no / objection: go directly to close

AZ, TX

“Before we continue, I’m speaking from (SITE NAME), located at (Site's full address including city, state, and zip code), on behalf of Cinch Home Services, located at 4700 Exchange Court, Suite 300, Boca Raton, FL 33431.”

AL, FL, ID, IN, RI (BPO) 

“Before we continue, I’m speaking from <SITE NAME> on behalf of Cinch Home Services.”

AL, FL, ID, IN, RI (Captive)

“Before we continue, I’m speaking from Cinch Home Services.”

WA or NY

IF caller says they don’t have time to talk now, or requests DNC THEN end call within 10 seconds of request.

DNC Request:

All States

 “I understand and will have your name removed from all Cinch Home Services’ calling lists. It takes about 10 days for this to occur, so you may receive additional calls for other campaigns in the meantime. Thanks for your patience”.  

Customer Objections and Suggested Rebuttals


Customer Objections

Suggested Rebuttals

"No, thank you, I have a handy man. That’s why I canceled, I’m not using it.

“I understand, and it’s great that you have someone that is handy around - that definitely helps to save money. Most customers in your situation keep the plan in the event of complicated repairs or when the item cannot be repaired. When something like the A/C or furnace goes out, the repair can cost $500–$1,200, and replacements can run thousands. The plan protects you from those larger, unexpected costs. With that in mind I would love to get your coverage reinstated today.”

“I’m not interested, my last experience with you was horrible. I’d rather handle things on myself.”

“I completely understand your frustration, and I’m sorry you went through that. You had a bad experience, and that’s not ok. We’ve updated some of our systems and processes since then to improve customer experience. I’d like the chance to show you how things can work differently this time. We value you as a customer and want you to keep your coverage, I would like to offer you…”

Too expensive/Can't afford it.

"I understand how important it is to stay within budget. But this is even more reason to have a warranty. Since we understand that the cost is a concern for you, as a valued customer I would like to offer you <offer> This way you can protect your budget from the expensive cost associated with unexpected repairs and replacements of systems and appliances you use every day.  Can I do that for you now?

I don’t know. I currently have an <system/appliance> that isn’t working since I canceled and I need to focus on getting that repaired first.

“I’m sorry to hear that your <item> isn’t working properly. I know how important it is to get it working again as soon as possible.
The good news is that I can reinstate your coverage today, and I can waive the reinstatement fee for you. Once the plan is active, we can place a service request for your item right away.

The only cost today would be the deductible for the repair visit.

Would you like me to get your plan reinstated today?”

Verification, Compliance, and Coverage Options

After following procedures for presenting your offer, follow the call flow guidelines below: 

Verification

  1. Confirm the customer’s contact information is still correct.

    Say: “Is your contact information still the same?”

  1. For new enrollments: confirm the street address and zip code have not changed.

    Say: “Is your street address and zip code still <repeat address>.” 

Offer to add Options/Additions

  1. Inform the customer of the time frame to add options. They can add optional or additional coverage from 30 days before the effective date to 30 days after the effective date. 

    Say: “You can add optional or additional coverage any time from 30 days before your effective date to 30 days after it. Would you like me to review additional/optional coverage with you?”


Add Payment Method

Sales Closing and Recap

Reinstatements:  

Say: “Let’s take a moment to review. We waived the past-due balance, and your plan has been successfully reinstated. The discount of <accepted offer> has been applied.
Your next bill will be [amount] on [date]. Please check your email for confirmation. You can also manage your account online through MyAccount. If you haven’t registered yet, would you like the link to the website?

Enrollments: Read the Enrollment Disclaimer and promote MyAccount.

Documentation Guidelines

Communication Type

Communication Type

Call Result

Winback Save

Reinstatement

Contract

New Enrollment (treat as a regular enrollment)

Saved Up/Downsell

Customer maintains plan by switching to an up/down-tier plan.

Retention Customer Service
Dispo. Code -  General Coverage Questions

Winback unsuccessful


Notation Template

Communication Type

Call Result

Caller

First & Last Name (if different from authorized user)

Reason For Call

OB Winback call.
If customer refused call recording - document here. 

Action Taken

Add actions taken to assist the caller including if a voicemail was left, call scheduled back, steps you took to assist with service complaint and/or cancel reason, incentive offered, and if offer was declined. 

Sales Details

Enrollment/Reinstatement/Upsell or Downsell

PYMT Details

Enter if reinstatement fee was waived and payment method on file.
If no sale, enter N/A

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