There are things about running my own business that I hate and there are things that I love-
But at the end of the day being able to treat customers by my own values and make decisions based on that has been probably the most rewarding thing-
My construction company cleaned out and did moisture barrier in a crawlspace in addition to adding ventilation and promised the customer it would perform versus encapsulation and a dehumidifier-
Like TJ’s- every house is different - It performed perfectly up until the middle of the following summer which is now and the humidity in the air is being converted to water on the cold ducts although they are insulated- Creating moisture that is just off the charts.
The customer contacted me with concerns and I went under the house and took some readings but really the water pooling under the ducts said it all-
My company does not give a time limit on a warranty- If we didn’t do the right thing why would I put a time limit on? We don’t do warranty work by taking an adding machine and looking at the cost and deciding- At what point are the numbers more valuable than treating the customer right??
I immediately ordered a dehumidifier and we went ahead and closed the vents and got a rental dehumidifier and are putting it in today- We will do the permanent dehumidifier as quick as it comes in-
So how did the customer respond?
First I don’t really care because I know I’m doing the right thing and I have to live with myself- At the same time I know things like this can make you legendary if you handle them right.
Today they left me a check under the doormat for $8000 on a deposit to remodel two bathrooms with them in February.
This thread is not about what a great guy I am I’m just doing what businesses should do- I am just glad that I’m in a position that I can make the decision and not have to go to some boss looking at the bottom line or the short term game.
I’m going to post some other things on this as it comes to mind and if you guys have feedback or constructive ideas that I need to consider I would love to hear from you-
I will probably cover employees and marketing and service mainly- At the end of the day the experience the customer has is what your gauged by.
The rule that one angry customer will tell 11 is way way out of date- they can hit “submit” and tell the world.
Another thing I want to add in this situation it isn’t what you do only it’s also your attitude about doing it - if you don’t do it with the right tact and attitude you can defeat the benefit of doing it- At the same time you have to point out what you’re doing and your thought process behind it can help-
All the best,
Andy
But at the end of the day being able to treat customers by my own values and make decisions based on that has been probably the most rewarding thing-
My construction company cleaned out and did moisture barrier in a crawlspace in addition to adding ventilation and promised the customer it would perform versus encapsulation and a dehumidifier-
Like TJ’s- every house is different - It performed perfectly up until the middle of the following summer which is now and the humidity in the air is being converted to water on the cold ducts although they are insulated- Creating moisture that is just off the charts.
The customer contacted me with concerns and I went under the house and took some readings but really the water pooling under the ducts said it all-
My company does not give a time limit on a warranty- If we didn’t do the right thing why would I put a time limit on? We don’t do warranty work by taking an adding machine and looking at the cost and deciding- At what point are the numbers more valuable than treating the customer right??
I immediately ordered a dehumidifier and we went ahead and closed the vents and got a rental dehumidifier and are putting it in today- We will do the permanent dehumidifier as quick as it comes in-
So how did the customer respond?
First I don’t really care because I know I’m doing the right thing and I have to live with myself- At the same time I know things like this can make you legendary if you handle them right.
Today they left me a check under the doormat for $8000 on a deposit to remodel two bathrooms with them in February.
This thread is not about what a great guy I am I’m just doing what businesses should do- I am just glad that I’m in a position that I can make the decision and not have to go to some boss looking at the bottom line or the short term game.
I’m going to post some other things on this as it comes to mind and if you guys have feedback or constructive ideas that I need to consider I would love to hear from you-
I will probably cover employees and marketing and service mainly- At the end of the day the experience the customer has is what your gauged by.
The rule that one angry customer will tell 11 is way way out of date- they can hit “submit” and tell the world.
Another thing I want to add in this situation it isn’t what you do only it’s also your attitude about doing it - if you don’t do it with the right tact and attitude you can defeat the benefit of doing it- At the same time you have to point out what you’re doing and your thought process behind it can help-
All the best,
Andy