In today’s episode we are going to be talking about the little details that can make a big difference. If you are in a service-based industry, every step of your customer interaction is important and should be given the same amount of care.
Recently, I woke up to find our condo was chilly, despite the thermostat reading 72. The pilot light in our HVAC system was out. It took me an hour to get it going and then, a few days later, it went out again. I called a friend of mine who works as a technician fixing these kinds of things. He never called back, so a few days later I gave him another call and, again, he never called back.
I contacted a company that has a good reputation and our initial dealings with them were great. They made the whole process smooth. We purchased a new system, and the installation was efficient, friendly, and they kept everything clean.
A few days later, we noticed there was a leak in one of the pipes. We called the company and made an appointment. They gave me a window between 7:00AM and 9:00AM. Come 8:30AM, no one came. Finally, the workers arrived over an hour late, no one called me to let me know they would be late. This time, the workers were messy, less attentive, and less efficient.
The point is if you have multiple staff members in your business, you need to train them all the same way. Go out on jobs with each staff member, make follow up calls with your customers, and check up on how people are performing out in the field. Show respect to your customers and their homes.
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And always remember, never stop learning.
Roger