Tuesday, July 26, 2005

It's a Way of Life

Drum roll..............

Habit #7 - Customer service is a way of life. Your neighborhood Customer Service Addict (CSA) gets it. Your neighborhood CSA doesn't let an unhappy customer just walk away. He doesn't let a customer leave more than one voicemail message. He doesn't let his employees forget that customer service is the most important part of their job.

But wait, we're a cleaning company. Shouldn't dusting, vacuuming, and sanitizing be more important than customer service? Shouldn't we be working to be the best cleaning service in the world?

I'll let you in on a little secret. We're not the best cleaning service in the world. We make just as many mistakes as the next guy. In fact, all cleaning companies are the same. Why? Because we hire real, live human beings to conduct the work in your home. People make mistakes, people forget things, and people are people. I'm the owner of this crazy business and I make silly mistakes everyday.

Sure, we train our employees. We coach our employees. We critique our employees. And we bust our tails to provide you with the perfect housecleaning. It's yet to happen.

We're the most customer friendly housecleaning company in the world. Our customers know it because they see it first-hand. Our employee's compensation is 100% determined by customer feedback. We answer the phone everytime that it rings during business hours. We actually return phone messages. We show up when we say that we are going to show up. We smile when we meet you for the first time. We listen when you speak. We tell you the truth even when it hurts. We're loyal to you. We care about making you happy. And, we're most happy when we fix a problem that turns your unhappiness into happiness.

Customer service is a way of life for Two Maids & A Mop. The customer-business relationship doesn't end when we leave with your money. It's just beginning.

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