How to Leverage Extended Warranties to Create Loyal Customers and Increase Revenue w/ Kevin Thornton

“We’re extremely flexible in the number of warranties and the number of options we have because we want to make sure that we’ve got options that fit the dealers… if it’s a Chuck in a truck or if it’s a really large, multi-location dealership.”

 — Kevin Thornton

Are you a contractor seeking just any method to stand out in a fast-paced, cutthroat business environment? Contractors often use loyalty programs, seasonal specials, and extended warranty offerings to stay one step ahead of the competition.

As contractors, we want to be certain that they are investing in differentiators that enhance rather than diminish the value of their brand given the range of options available. Isn’t it?

Also as a contractor, you know that offering extended warranties to your customers is a powerful way to add value and develop customer loyalty, but registering and managing warranties can be a pain to do on your own.

That’s when we look to Kevin Thornton, the VP & GM of Dealer Business Services at JB Warranties. 

JB Warranties is the nation’s leading provider of extended warranties to the HVAC and plumbing industries. Their online system provides contractors with the most comprehensive and easy-to-use extended service agreement solution. What’s even better is that they are now partnered with Sera!

Join Tersh Blissett and Joshua Crouch as they talk with Kevin about how to leverage extended service agreements to create loyal customers and generate more revenue. Whether you don’t offer extended warranties, you’ve considered it, or you’ve tried and it was too much of a pain, Kevin’s going to share with you how JB Warranties can help you do it right.

When asked about Kevin’s view on Extended Warranties:

“It’s the same thing when purchasing a car. You hope that the car’s gonna last past the warranty period, but there are some lemons out there and stuff goes wrong. So, it’s insurance for when you need it.”  — Kevin Thornton


So, if you’re a contractor who wants to grow his business and is looking for powerful ways to add value and develop customer loyalty, then this show is just for YOU. 

Tune in to this episode to learn all tips on customizing your extended warranty program. 

3 Services JB Warranties Offers to Dealers and Contractors

[07:01-08:03] “And really what we try to do, guys, is looking at those products and services that help dealers do one of three things… We’d love everyone to take advantage of it,” says Kevin Thornton

Why Extended Service and Labor Agreements Just Make Sense

[10:30-11:53] “Why it makes sense for the dealer? There are really a number of different reasons… If you are doing it and you’re self-insured, in many cases, that’s considered a liability,” says Kevin Thornton

How to Create Loyal Customers & Own Your Neighborhood With Extended Warranties

[13:51-15:16] The first thing they do is they start looking line item by line item… there’s no need for these homeowners to go elsewhere,” says Kevin Thornton

The show further talks about a Video that Will Change Your Mind About Extended Warranties

[07:01-22:40] “And really what we try to do, guys, is looking at those products and services that help dealers do one of three things… And I think we’re gonna hit a home run with this,” says Kevin Thornton

Kevin Thornton recently joined Service Business Mastery Podcast, and here are some highlights of the podcast:

  • Kevin discusses the benefits of offering extended service and labor agreements
  • He further shares tips on how to customize your own extended warranty
  • The show also discusses how JB Warranties and Sera work together to manage your warranties
  • Most importantly, the show discusses tips and advice on changing your rates in 2023

Key Resources From The Show:

Meet the Guest:

Kevin Thornton, the VP & GM of Dealer Business Services at JB Warranties. As a field service industry expert, Kevin helps home service contractors thrive. He focuses on revenue generation, expense management, and risk mitigation.

Visit his website: JB Warranties 

Connect with Kevin on LinkedIn

Email him at:

Shout out to those who have partnered with us to make this information possible to share!

    • Sera
      • – Request a demo through Service Business Mastery for a discounted Onboarding and Per Tech Fee.
    • Upfrog
    • CompanyCam

Tune In To Hear The Latest & Greatest In Business Service Trends

Listen to this podcast and get equipped with essential business advice from this impactful conversation. So, what’re you waiting for? Tune into this episode right away and get one step closer to becoming the successful owner of your dreams.

Subscribe to Service Business Mastery on Apple Podcasts, Spotify, our website, or wherever you get podcasts to hear more such fascinating and insightful stories.

Tune in to the latest in business services trends on Service Business Mastery by checking us on Apple Podcasts, Spotify, and our website

Listening on a desktop & can’t see the links? Just search for Service Business Mastery in your favorite podcast player.

For a complete transcription of the interview, Read More

Meet the Hosts:

Tersh Blissett

Tersh Blissett is a serial entrepreneur who has created and scaled multiple profitable home service businesses in his small-town market. He’s dedicated to giving back to the industry that has provided so much for him and his family. Connect with him on LinkedIn.

Joshua Crouch

Joshua Crouch has been in the home services industry, specifically HVAC, for 8+ years as an Operations Manager, Branch Manager, Territory Sales Manager, and Director of Marketing. He’s also the Founder of Relentless Digital, where the focus is dominating your local market online. Connect with him on LinkedIn.

Like this article?

Share on Facebook
Share on Twitter
Share on Linkdin
Share on Pinterest

Listen to these platforms