About Payless Kitchen & Bath

Payless Kitchen & Bath is a family-owned remodeling company based in Glendale, California. Originally starting as a flooring business, they have grown into one of the leading kitchen and bath remodelers in the region, serving clients within a 70-mile radius.

Their success is driven by a commitment to customer satisfaction, operational efficiency, and a results-oriented approach to lead management.

Below, VP of Marketing Tamar Barsoumian shares the role that HomeAppointments and Hatch has played in that success.

Finding a quality lead generator

In seeking out a way to streamline lead generation, Tamar found HomeAppointments to be a great fit for her needs for several reasons:

• Tailored campaigns. HomeAppointments conducted a thorough intake with Tamar and her team to make sure that the initial campaigns they set up are closely aligned with Payless’s goals.
• Continuous data-driven optimization. Each week, Tamar’s team sends a disposition report to HomeAppointments so they can throttle the top performing campaigns and either improve or pause the low performers.
• Biweekly meetings. The HomeAppointments Client Success Team meets with Tamar and her team every other week to review the results, answer questions, stay current on Payless’s initiatives, and identify opportunities to better serve them.
• Testing before scaling. Tamar likes that she has the option to run any new campaigns for a smaller, finite number of leads or calls first, so she can feel confident before scaling to full budget and capacity. 

“I appreciate that HomeAppointments stays focused on both the customer relationship and the data,” says Tamar. “They keep me informed so I can be clear on where my budget is being spent and why.”

"I appreciate that HomeAppointments stays focused on both the relationship side of things as well as the data.”

Maximizing conversion on those leads

To get the most out of those HomeAppointment leads—as well as leads from other sources like her website forms and listings —Tamar knew that her team would need to reach out to those leads immediately and continue following up until they respond. Knowing the difficulties of keeping up with this manually, she sought out a sequencing tool that could automate that process for her. 

“We went with Hatch because not only did it integrate directly with Home Appointments and all our lead sources, but it also integrated with our CRM, LeadPerfection,” says Tamar.

Hatch’s lead source integration would enable Tamar to automate outreach to new leads immediately, and Hatch’s LeadPerfection integration would enable her to run campaigns targeting later stages in the customer journey, including:

• Estimate follow up
• Aged leads that canceled or never booked
• Aged estimates that never closed
• Appointment confirmations
• Existing customers

This would maximize conversion and LTV on leads and customers. 

“We liked that you could combine text, email, and calling into one sequence with Hatch, and also the pre-built templates and playbooks,” explains Tamar.

“The right cadence for follow-up is what gets us the ROI, and Hatch is the best tool for that."

Results that matter

With HomeAppointments, Payless was able to achieve a 17% set rate at a 5% cost of marketing.

Here’s a 30-day snapshot of their results:

• 17% set rate
• 80% issue rate
• 100% demo rate
• 5% COM

With Hatch, they were able to streamline their communication and improve ROI on their marketing:

• Faster responses: With the help of automation and AI, Tamar’s human team has reduced their reply times to leads from 33 minutes to 4 minutes—an 8x improvement.
• Higher efficiency: Hatch allows Tamar’s team to maintain a high volume of quality conversations without getting burnt out.
• Growth in bookings: Whereas the team used to strive for one demo a week, they’re now reaching 8-14 demos per week (from all lead sources).

Final thoughts

For Payless Kitchen & Bath, the combination of HomeAppointments and Hatch has allowed them to not only generate quality leads but to also maximize conversion and LTV of those leads. “I would absolutely recommend this combination,” says Tamar. “It’s been instrumental to our success.”

“I would absolutely recommend this combination. It’s been instrumental to our success.”