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