Guerilla Customer Service

"If your customer has a bad experience, they'll tell ten others. If they have a good experience, they'll tell one other."

Today's society is the weakest at customer service. Whether it's the age of the worker or the lack of training, customer service is what separates the competition (it also allows one to charge a premium for the satisfaction delivered.)

Today's opportunity was with a disgruntled customer, not satisfied with the weatherization job. The little things (a small paint chip, a piece of existing insulation hanging, air penetrating under an existing door) rolled into one large complaint. The client was just not happy after the sale with the follow through.

HZG listened (a crucial step) and then took the blame for not being more thorough. The customer was taken aback by the apology. I then explained that we want overly satisfied clients, for we count on the referral. We scheduled for my crew to go out and address her concerns. She asked "So how much more will this cost." Again, she was taken aback that I said "no charge", for she wasn't happy with the original service.

Hopefully we'll get her issues happily resolved. We sleep well at night knowing that we try are best (and 99% of the time are successful.)