When to Buy a Large Consumer Business

And so when you talk about things that you thought were going to be the key strategic initiatives that weren't and then there were others, can you give us a couple of examples of both?

So I think so to answer the latter part first, I think we, I think we thought that there was kind of a mature retention organization within our business and our retention staff is excellent. The posture that I think they were taking to the consumer was if a consumer wanted to cancel for a reason that wasn't other than moving, maybe they wanted to opt in to a different, you know, their own…

Right. So we thought, hey, let's, let's go beef up this team. If we can improve churn by 1%, I mean, that has a great long term impact for this business. Right?

Yeah.

So that was one where we didn't really, we kind of thought that was maybe a little bit more in place or was, I would just say more of a focus area. And we've kind of reversed the course there and kind of made it our primary focus this year and we've had great results over the course of that year.

Great. Well, as anybody who's kind of studied True recurring revenue businesses, kind of SaaS style businesses. The, you know, a point or two in one direction or the other can really have outsized effects. And so that's why you have people in, in SaaS models or recurring revenue businesses just really fixate on churn and fixate on reducing churn.

So if there's a cancellation call comes in, if you can just, if you can just convince a few of those people not to cancel it, it really moves the needle.

Yeah, 100%. And for us, because we again we're a concierge service, we want to be extremely informative and extremely transparent to our members. And so if they call us with a concern, we want to mitigate that concern right off the bat. When we mitigate that, that concern, that just drives trust to our customers.

And frankly if we can, if we, if they can have a positive experience, one, it contributes to our very strong word of mouth engine and two, that customer is likely not going to call us again because they're going to be like oh, energy ogre is on top of it. They understand what they're talking about. Right?

Yeah.

And so we taught, we call, we call it one call resolution. Right. So if we can spend more time with the customer in kind of explaining what they're seeing, that actually helps us a ton from an OPEX perspective. Right. Because then we're not getting as many calls coming in the traffic door.