Diamond Certified Blog

Promises Made + Promises Kept = An Extremely Satisfied Customer

I had such a seamless experience with a light installer a few weeks back, I wanted to tell you about it. My husband and I purchased two wall sconces that had to be installed in a stairwell. Once we realized that we didn’t have the right kind of ladder for the installation and weren’t sure how complicated the electrical work would be, I started looking for a provider. After a few false starts, I found a local lighting company that suggested making an installation request through an online form.

People remember when they’ve had a great experience with a contractor. Photo: Roberts Electric Company, Inc., 2017

I don’t know about you, but I’ve had mixed success with requesting a quote this way. Often, you never even hear from the company—it can feel as though your request for service has gone into a black hole.

That’s why I was surprised when a representative called me within 24 hours (on the weekend!) with a few more questions about the light fixtures and installation location. She asked me for measurements and some pictures, and then she placed me on hold. A few minutes later, she had the installation quote, which sounded reasonable to me. The schedulers called the next day to work out the exact date and time for service.

A few days in advance, the installers not only re-confirmed the scheduled appointment by phone, they called again when an earlier install day and time became available in case I was interested in getting the job done sooner.

When the day of my appointment arrived, I had no doubt that the technicians would show up within the two-hour service window and do the job well. As promised, they called 30 minutes in advance to let me know they were on their way. The technicians were the kind of pros you would welcome into your home—friendly, organized, experienced and no-nonsense.

The entire service transaction went perfectly starting from my first point of contact. I recognize that it’s a challenge for any business to keep its various teams working in harmony day in and day out. But when the promises made are kept, that’s a surefire way to ensure those people return for services in the future and share their positive experiences with others.

Posted in Consumers, Savvy Tips | Tags: , , , ,

Share With your friends
About The Author
Chris Bjorklund

Widely known as the Savvy Consumer, Chris Bjorklund has worked as a consumer advocate for more than 35 years. Her unique perspective on consumer issues and trends comes from her work in both the private and public sectors, as well as in the media and nonprofit world.

Similar Posts

Leave a Reply

Your email address will not be published. Required fields are marked *

You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <s> <strike> <strong>