I am usually shocked to see that only a few individuals care about offering top-notch customer support. It looks as if all of the vitality is put into making the sale, and little to no effort is made in serving to the client as soon as the services or products is delivered.The Pool ExampleA few years in the past, we determined to construct a swimming pool for our house. Provided that we stay in Texas, the pool turns out to be useful as a result of not less than half the 12 months we expertise heat temperatures. My spouse and I spent a month or so getting proposals from pool firms, and ultimately settled on one which supplied one of the best bundle for the options we wished.Establishing the appointment with the architect was quick. The truth is, they known as us to ensure we might make the assembly. After we arrived, that they had the simulation program fired up. As soon as we shared the objects we wished, this system would visually show them on a big TV display mounted on the wall. It was cool to see the end result primarily based on the necessities we offered.
The contract known as for us to pay in increments primarily based on when milestones have been met, similar to when the plumbing and basis have been full. We have been assigned a mission supervisor, Miguel, and he was on the home usually. When he wished to speak with us, he would arrive on the home at 7:00 a.m. to ensure he might discover us. He requested for us to textual content him any time through the day, together with weekends. After we did textual content with a query, a reply normally got here inside minutes. He was super-interested in making us pleased.The pool was full solely a pair weeks late, and this was as a consequence of massive rains we had in San Antonio. We made the ultimate fee, and it was now time to make use of the pool. For the subsequent few months, the pool labored as promised – no issues. Nonetheless, in September, the climate turned a little bit chilly (like 80 levels, which is taken into account chilly in Texas), and we determined to warmth the pool. Sadly, the heater was failing to work. The truth is, we observed a gasoline odor when the unit was triggered.I known as the mission supervisor and different representatives from the pool firm, and getting a call-back was practically inconceivable. After I did attain the meant particular person, I used to be informed that the issue was probably unrelated to their work. They requested me to name a plumber, and if that did not clear up the problem, I ought to contact firm. In different phrases, I used to be getting the run-around. It was apparent that after they obtained the ultimate fee, they moved on to different prospects who have been prepared to chop checks.
The LessonI perceive that there’s eagerness in making the sale; the joy is apparent. Nonetheless, I additionally know that firms who’re centered on protecting the client pleased even after the product or serviced is delivered, usually tend to dominate the market. The pool firm I described right here was simply so-so with follow-up work, however they’re nonetheless in enterprise. I ponder how a lot better they may carry out in the event that they have been simply nearly as good with ongoing buyer help as they have been when making an attempt to make the sale.