| Recently I took a quick two day business trip to | | | | plan of action, and giving your direct phone number |
| Denver, Colorado. On my trip I discovered that | | | | sound better? Remember it is better to face your |
| somewhere during all the hustle and bustle of life | | | | mistake immediately and be honest. Don't make up |
| someone killed "Customer Service." On the day of | | | | excuses and don't apologize. In the business world |
| my departure, I arrived early at the Memphis | | | | apologies can often lead one to believe you really |
| International Airport. The Northwest Airlines ticket line | | | | could care less. This however, doesn't apply to family |
| was long...good thing I was early. After a good 30 | | | | and friends. If you let a family or friend down, and |
| minutes in line I was told my flight was cancelled and | | | | you are sincere, then by all means apologize. You |
| so was the second and third flight. After some | | | | don't live or sleep with your customer. They don't |
| aggressive negotiations with Northwest, they finally | | | | need an apology, they just want results! |
| found a flight to Denver. | | | | 3. "FOLLOW UP" |
| Ten hours later, three different planes, two different | | | | One of the most important phrases in the business |
| airlines and lost luggage I made it to my hotel. Yes, | | | | world is follow up. More customers fire their service |
| during all the shuffling around and cancelled flights the | | | | providers over poor follow up than anything else. |
| kid behind the counter told me that my bag never | | | | Knowing that your sales representative is going to |
| left Memphis..."Sorry," he said. All I had with me were | | | | follow up on your order confirms that he or she will |
| the clothes on my back, briefcase and a sour taste in | | | | also follow through. |
| my mouth for Northwest Airlines. | | | | Don't assume that the customer is in the loop on the |
| I needed clean clothes...maybe the hotel could help. | | | | repairs status, parts ordered, shipping lead times, job |
| The nice young lady (15 years old at best) behind the | | | | completion... |
| hotel counter told me precisely where the washer | | | | Do make a point to follow up with the customer on |
| and dryers were. I asked if room service could | | | | all of their needs. Do make a point to let the boss |
| launder my clothes for me. She rambled off | | | | (the customer) know that you are on top of it. Give |
| something about company policy...of course she didn't | | | | them a call ahead of time with details about their |
| have a clue what I was asking. I told her that I didn't | | | | order...send a quick email. |
| mind walking around the hotel naked while my clothes | | | | Following up takes time, but you and the customer |
| were washing, but some of the other guests might. | | | | will benefit. Example: "Hey I wanted to let you know |
| Finally she got the message. A cab was called so I | | | | that we will be sending a technician out soon. I have |
| could do some last minute shopping at Target. | | | | met with dispatch and she gave me a 30 minute |
| Heading Home... | | | | ETA." Follow up is the key to any success. You might |
| My business was done. Time to go home. I stood | | | | want to take a break from this reading and follow up |
| there shoeless in the security line, as I watched the | | | | with... |
| security guard drag out my dirty socks from my | | | | 4. "THANK YOU" |
| computer brief case. I know everyone saw me blush. | | | | Your boss is not really the one who signs your |
| "Should have thrown those away", I thought. Just | | | | paycheck...your customer is. Sure your boss gave you |
| before boarding my plane back to Memphis, my cell | | | | the job, but he wouldn't have a job to give if it |
| phone rang. "Sir, great news...your bag just arrived in | | | | weren't for the customer. You can never say thank |
| Denver." Problem. I was about to board my plane and | | | | you enough. Let me repeat. You can never say thank |
| baggage claim was three train rides and another long | | | | you enough. |
| humiliating wait through the security line. "My plane | | | | Don't say thank you only when an order is placed. |
| leaves in 10 minutes!" They said for my 'convenience'' | | | | Do say thank you every time you get a chance. Say |
| they would put my bag on the next plane to | | | | thank you for the appointment. Say thank you for |
| Memphis. This was the last time I would ever use | | | | the opportunity. Say thank you for the service call. |
| Northwest Airlines. | | | | Say thank you when they least expect it. |
| You have had similar experiences. I would also bet | | | | In my experience I have found this to be especially |
| that most of you have had problems pumping your | | | | true when I send a hand written thank you card in |
| own gas, or have had to bag your own | | | | the mail...yes the regular mail, not email. I have even |
| groceries...better yet check yourself out in line. You | | | | seen my thank you cards hanging on the walls in my |
| have had flights delayed, rental cars break down, the | | | | client's office. Why? Because know one does that |
| waitress forget your order, or my favorite -- you | | | | anymore...its a lost art. Say thank you, say it today |
| have called 'Customer Service' and talked to a | | | | and say it often. |
| recording for 30 minutes. At least I hope you have | | | | 5. "FEEDBACK" |
| experienced poor service...I would hate to think that I | | | | You are perfect. Your company has the best product |
| am the only one. What has this rant about | | | | on the market, or your company offers the quickest |
| Northwest Airlines and poor customer service have | | | | service response in town. BUT, you are losing |
| to do with the Mechanical industry? I am getting to | | | | customers. The phone isn't ringing as much anymore. |
| that. Be patient, or I will make you listen to a | | | | Why, because you never asked the customer for |
| recording for 30 minutes before getting to my point. | | | | feedback. |
| Just kidding...keep reading. | | | | Don't deliver your goods or service and expect that |
| This summer was a hot one. Record temperatures | | | | everything went as planned. Don't assume that your |
| where set in Memphis for sure. We had weeks | | | | product (which of course is the best on the market) |
| without rain and weeks with temperatures between | | | | surpassed all of your customer's expectations. |
| 97°-106° F. Air Conditioning equipment all | | | | Do ask for feedback after the sale. "If we could |
| over the city never cycled off. They are of course | | | | have made your experience with us any better, |
| man-made machines, and, lets face it, man isn't | | | | what should we have done? Now that you have |
| perfect so neither is your HVAC equipment. Under | | | | your new HVAC unit what else can we do to |
| such abuse they will break down. HVAC service | | | | improve your comfort?" |
| departments were busy, and as mechanical | | | | You may receive negative feedback. That's ok. |
| contractors we love the heat. This is the time where | | | | Without the negative feedback, we never know |
| we HVAC service providers can wipe the sweat | | | | how to grow. Whenever my daughter bumps an |
| from our brows with $100 dollar bills. It's also the time | | | | elbow, scrapes a knee or makes a mistake, I ask, |
| when good service providers shine, and others fail. | | | | "Why do we fall down? So we can learn how to pick |
| Hot summers (like we have had in Memphis) will put | | | | ourselves up." Feedback is so essential to customer |
| an HVAC company to the test. So in this edition of | | | | service and growth. When you ask for feedback and |
| Mechanical Matters(R), we will discuss ways to | | | | you the customer said that did exceed their |
| improve customer service. Maybe your HVAC | | | | expectation, ask for it in writing...that's called a |
| company let you down, or maybe you let someone | | | | testimonial, and they are GOLDEN! |
| down in your business. If so please keep reading. | | | | I noticed my grandmother struggling to replace her |
| "The goal as a company is to have customer service | | | | newly purchased watch band. "In the good ole days, |
| that is not just the best, but legendary." - SAM | | | | the clerk would have replaced this for me", she said. |
| WALTON | | | | Yeah right granny...time is money, right? Right, take |
| Below are my five most important Do's and Don'ts in | | | | the time to be honest, take action, follow up, say |
| Customer Service. Apply them when choosing an | | | | thank you, get feedback and you will be successful. |
| HVAC service provider, or better yet apply them to | | | | This summer I was guilty of a few of the Don'ts |
| your business and you will be amazed how fast your | | | | listed above. I wrote this article for my own wake up |
| company will prosper: | | | | call. I will be taken another business trip soon and I |
| 1. "HONESTY AND ACTION" | | | | may fly with Northwest. "Huh, after that horrible |
| Sometimes in the 'service' business you will have bad | | | | experience the last time?" Well, that story didn't end |
| news for you customer. Maybe, an order wasn't | | | | in total disaster. |
| shipped on time, the delivery truck broke down, or | | | | The young man, whose name I never knew, who |
| the factory sent your customer apples instead of | | | | took my ticket before boarding my plane home, over |
| oranges. How do you tell the customer? | | | | heard my phone conversation with baggage claim. As |
| Don't avoid their phone calls or pass them off to the | | | | the plane's engines revved up and we began to back |
| factory's hotline for complaints. | | | | away from the gate, a large knocking noise was |
| Do call them first before they receive the bad news | | | | heard. I was in first class and close to the door, so I |
| on their own. Instead of avoiding the situation | | | | was startled. The plane stopped abruptly and the |
| entirely, face the music. Tell them you wanted to be | | | | door opened. Someone was either really late or there |
| the first to let them know that their order is wrong, | | | | is a problem. The young man, who took my ticket |
| and you are actively making every effort to correct | | | | burst in, sweating and out of breath. He came right |
| it. | | | | to my seat and said, "Sir is this your bag?" |
| Sure you will get an ear full from the customer, but I | | | | To this day I have no idea how that young man with |
| can assure you that honesty and action will go a long | | | | Northwest Airlines was able to go from my gate to |
| way with your customer. If you are proactive your | | | | baggage claim and back in 10 minutes. I took a 10 |
| customer will notice a difference between you and | | | | minute train ride and 45 minute security line wait one |
| the other guy who cowardly turned his phone off | | | | way. However possible, he did. He heard my rant on |
| until the dust settled. | | | | the phone. He heard me say I will never fly with |
| 2. "NEVER SAY SORRY" | | | | Northwest again and he did something. That is |
| This is a tough one, and it may sound a bit arrogant, | | | | customer service. I wish I knew his name, because |
| so let me explain. Saying you're 'sorry' to someone is | | | | regardless of all the mistakes that Northwest Airlines |
| just that...you are confirming that you are a sorry | | | | had made that trip, his follow up, his action and his |
| person for letting this happen to them. | | | | thank you just may keep me as a customer. |
| Don't say, "I am so sorry we did not get a technician | | | | "Customer Service may still be alive...but its pulse is |
| out today. We are working as fast as we can to | | | | weak." |
| free someone up. If you have any questions, please | | | | Many of you reading this are my customer or my |
| don't hesitate to call." | | | | prospect, and I want to say thank you for choosing |
| Do say, "We have a technician scheduled for first | | | | to do business with me. Please let me know what I |
| thing in the morning rather than this afternoon as | | | | can do to make your experience better the next |
| planned. Jim (technician) will be there at 7:00 am | | | | time you call. I know this edition of Mechanical |
| sharp. For your inconvenience, we will deduct our | | | | Matters(R) was some what out of the norm, but |
| truck charge from your bill. Please call me direct at | | | | don't worry. Next month I will be talking about really |
| 123-456-7890 if you have any further questions." | | | | interesting topics like boiler start-up and chiller |
| You decide. Does admitting your mistake with an "I'm | | | | maintenance... I know you can't wait. ;-) |
| sorry" attached to it sound better? Or does simply | | | | "Until next time, remember to leave the Mechanical |
| admitting your mistake, following it up with a precise | | | | Matters(R) to us! |