Thursday, June 15, 2006

Taking It Personal

We lost a long term customer today in Pensacola. The customer didn't feel that we were any different than any other cleaning company in the yellow pages. He grouped us in with everybody else. That makes me sick to my stomach.

We can't be perfect all the time. We can't do everything right all the time. But we can show each and every customer that we are not just like everybody else. Our employees, the managers, myself. We all work hard to prove to you that we are the most caring, trusting cleaning service in the world. But everyone doesn't agree with that statement obviously.

To know that we lost a customer because that customer looked at us in the same light as everyone else makes me sick. And we're not going to sit around and let another customer make that same claim. We're going to work even harder to prove to you that we are different.

What are we going to do? We're going to start re-educating our employees about our commitment to customer satisfaction. Maybe our employees forgot why customers pay more for our services. We're going to start educating our customers about the realities and limitations of our industry. We can only be as good as reality allows us to be.

In the end, I'm still sick. We don't lose many customers. My god, we have more than 500 at this point. But I don't like losing customers this way. Our customers should know that we provide a different service than the rest of the industry. It's my job to prove it to them.

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