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Outstanding customer serviceCustomer service can lift a company far above competitors, sometimes by creating a memorable interaction.
Here's an example: When my air conditioning went on the fritz the day before the holiday, I figured I'd need luck to get a company out and my air restored without incurring holiday labor charges. When I learned that the company that had sold me the unit had itself been sold and then got referred to yet another company, I thought, "Doom!" Not so much. I was referred to John McDowell, a veteran Mesa firefighter who runs JMAC, an air and heat services company with his son. Not only did they promise to get me into their schedule - somehow - before the day was over, they were willing to call me before arrival so I didn't have to sit at home waiting.
Not only did they call by 6 p.m., McDowell waited patiently until I showed up - and then proceeded to demonstrate to me why he thought my unit was still in working order. Then he spent another 20 minutes or more showing me how to kick-start the system myself, and what to look for when assessing illness or death for the unit and the thermostat.
Altogether, I figure he was there a good 45 minutes or so. The charge? Nada. Zero, zip, no fee. I breathed a sigh of relief and happily took several cards and fridge magnets with his number on them.
And you can bet that's the company I'll call when the air finally does gasp its last. 08.07.2008. 16:57
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