Cutting Corners? Not MY electricians!
Posted by Carol Hart on Fri, Jan 14, 2011 @ 11:43 AM
We were visiting with friends the other day, munching cookies and relaxing in their recently remodeled kitchen. They had contracted with a well-known local builder who provided them with a reasonable price. The kitchen is beautiful--wide open to their spiffy new living area, bright and welcoming. There is a raised ceiling over the counter area, with a large ceiling fan that creates a lazy breeze. The fridge is high tech, the counters are granite, the floors are tiled. There is functional lighting and attractive artwork on the walls. There is also a large, unsightly, and growing crack on their recently remodeled ceiling.
After spending years planning and thousands executing their vision, one can imagine how unhappy my friends are with the existence of this crack. Naturally, they contacted the builder with the expectation that he would take steps to remedy the situation, but they were shocked at his response.
"Ah", he said. "That's the result of the poor quality materials that we use nowadays."
A shocking statement, indeed. Even more shocking? He doesn't feel any urgency to fix it.
Now, I may be old fashioned, but it seems to me that when I contract to have a job done there is an assumption on my part that the job is going to be done well. That the contractor is going to use materials that meet certain standards of reliability. And that if I'm unhappy, he's going to resolve the problem promptly.
When we began providing electrical service to homeowner, I was afraid I would be fielding phone calls from unhappy customers, which would make me hate my job very quickly. So I made sure that our electricians excel at customer service. That everyone knows our #1 priority is a job well done. That our satisfaction guarantee is real, not just a gimmick. And you know what? Two or three times a year I get a phone call from a customer who is not happy for one reason or another, and typically once in a year I'll wind up refunding someone's money because we can't resolve the problem to their satisfaction.
But far more often--sometimes even weekly--I'll get a phone call from a customer who is so pleased with the service they received from our electricians, they just have to call and compliment me. Now that's a call I love to get!
At The Wiring Whiz, customer satisfaction is more than a byword or a goal. Its a guarantee.