Diamond Certified Blog

Tag Archives: communication

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. Continue reading “Promises Made + Promises Kept = An Extremely Satisfied Customer” »

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

Why Won’t They Call Me Back?

I’m frustrated right now because I’ve been calling several local companies for service and haven’t heard back from any of them. I’m trying to get on a schedule for tree pruning, and I’m also attempting to schedule a furnace cleaning and fireplace inspection. I’ve left four voicemail messages for one of these companies over a two-week period. I’ve persisted because I’m a repeat customer and was satisfied with their services in the past.

There are steps you can take to ensure you get a call back from a busy company.

I understand that small businesses can get overwhelmed with consumer demand. Severe storms like we had this winter mean tree service companies, plumbers, and roofers are working overtime and can’t keep up with all the requests. Continue reading “Why Won’t They Call Me Back?” »

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

Mediator Tip: Provide Two Ways to Reach You

Problem resolution is much easier if you provide a company with easy ways to contact you.

Problem resolution is much easier if you provide a company with easy ways to contact you.

A couple of weeks ago, a customer contacted us by email to report a complaint about a company. She explained that a Diamond Certified arborist did not follow industry standards, and because of their negligence, she was certain her trees would be lost. She was reasonably angry and intended to report the company to multiple agencies. She said we needed to contact her, so we did. I sent her two emails, one with our complaint form and a second to inform her that the company she was reporting was not Diamond Certified. She didn’t provide a telephone number. So, I waited…

Continue reading “Mediator Tip: Provide Two Ways to Reach You” »

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Posted in Customer Service, Personal Stories | Tags: , , , ,