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Great companies aren’t perfect, they just handle issues properly:
As a service based industry, good customer service is the number one key to success. We realize that perfection is unattainable, but we strive to be as close to it as possible. However, when we do make a mistake we make sure to make it right with our clients. Mistakes happen to all companies and all people, but it is how you handle these mistakes that make you a great company.
Recently, we received some feedback from a client in our Richmond, VA area after we handled an area of concern that was brought to our attention, “Thanks for doing this. Many companies would just say “sorry” and move on. You guys said “sorry”, took steps to fix the problem, and took responsibility for the damage caused. Brothers Gutters is a class act and we are very pleased with the gutter guards. We have not seen any leaves accumulating in them despite all the leaves we have had to remove from our yard! Good product and good company that we will recommend to our friends and neighbors here in Fawn Lake.”
This client first came to us with feedback on how well the job went and how professional our staff was, but he then also expressed some concern. He let us know that he had to replace two of the tires on his golf cart due to screws left on the premises after job completion. Although this came as a surprise to us, as we try to make cleanup a priority, our Richmond staff advised the guys of this issue and made sure to address the need for a better clean up on job sites. Not only was the issue addressed and handled with the crew, but our Richmond staff took it one step further when they asked the client to forward an invoice for the cost of replacing his golf cart tires. Shortly after, they mailed a check for this amount to the client.
Here we clearly made a mistake and slacked in the area of cleanup on this job site, and because of that, we knew we had to make it right. Costing our clients in anyway due to our mistakes, no matter how small or big, is something we do not want to happen… ever. We hope that any mistakes we do make, or anything the client is not fully satisfied with we can fix and/or make better in some way. Our number one goal is always to have a happy client.
The response we received from this client after he received his reimbursement really helped to solidify the importance of owning our mistakes, and the importance of our customers’ satisfaction with any product they receive from The Brothers that just do Gutters.
One reason we have created and molded our business around being a gutter only contractor is so we allow for the time to fix any mistakes we make and to see all projects through to the end. Without satisfied customers we wouldn’t be where we are today, and our clients always have been, and always will be our number one priority as a company. We appreciate any feedback we get from clients, good or bad, and as you can see, we take them very seriously and use them all as tools to learn and improve.