Monday, January 08, 2007
The Reason You Hired Us
You remember that day, right? "What do you charge for your services?", you asked. We said something that you had never heard of before. We told you that we pay our employees based on your feedback.
You said, "I've never heard of that before. That sounds like a great idea." We went on to tell you that our service worked, but it depended on you to make it work. Without your feedback, we're just like everybody else.
Then you said, "Oh, I understand. I'll be glad to give feedback. In fact, that's one of the reasons that I'm calling you. My previous cleaner started to get comfortable. And I didn't want to criticize her because she had gotten pretty close to our family."
Yep, that's what you told us. But something happened over time. You forgot about your old housecleaner's mistakes. And you started seeing our mistakes. No, you didn't tell us everything. After all, you didn't want to get anyone mad or hurt anyone's pay. So six months later, you quit our service and hired another company.
That's when you said, "I might as well hire a cheaper cleaning service if I'm going to have to deal with all these mistakes." That's when we agreed with you.
You see, our service isn't worth the extra money for some people. Because some people don't provide feedback. So they're wasting their money when they hire us. Because we're just like everybody else at that point.
You hired us for one reason. Not because we were cheaper than your last person. Not because we had a catchy name. Not because we were bonded and insured. You hired us because of our pay for performance plan.
So six months from now when we forget to clean out your microwave, remember why you hired us in the first place. You hired us because we listen to you. You hired us because we want to listen to you. You hired us because we were the only people that wanted to listen to you.
Not because we promised perfection. And not because we never made a mistake. See you in six months.