Wednesday, April 27, 2016

I (No Longer) Dread Service Repairs, a Late Post

I had to work from home yesterday afternoon. Our water heater broke and was leaking water. The repair could not be done without the homeowner in the premises so home I drove thinking of time, costs, and dreading the repair process.

But lo and behold! It was actually a pleasant experience worth blogging about. Within two hours of reporting the incident, the home-warranty company assigned and deployed a service expert.

His name was Dave. He holds 20-something years of water heating experience under his belt. Open 24/7, 365 days a year. Yet despite this, he came with a very agreeable disposition. Briefly introduced himself and showed identification, checked our water heater, shut the water flow, grabbed tools from his van and called the insurance company for authorization. He explained what was going on without missing a beat in his disassembly tasks. His phone rings, signifying for him to proceed and confirms on the line that he will be done in an hour—he was done in half. And that includes giving me a run-down of what to do in case anything similar occurs. He explained it simply knowing how puzzled I must have looked, yet, he wasn’t condescending in any way. He cleaned up down to the last particle. Took my signature and check, then shook my hand with that happy, professional look.

Wow! Something as stressful as a water emergency turned out to be painless.

Working in the service business myself (lift truck repair, lift truck planned maintenance, rental, and operator training) this is what I would want our customers to say about us. That Southern California Material Handling (SCMH) is painless to work with and will perform any task on time. Like me, some customers engage the services of a professional because some tasks are just not among our strengths. While David knew of my tinkering inadequacies, he explained things to me in pedestrian lingo that came through perfectly clear without making me feel inadequate.

So the next day, curious about how SCMH fares among customers, I dug up some data and looked up what our they were saying about us. A third-party survey company generated a list comprising of customer reviews in a span of 12 months. Viola! Most customers experienced the same satisfaction I got from Dave. And as I read on, I was filled with pride knowing I work alongside a team of professionals who value what I, as a customer, would appreciate:

“The technician that comes out to us, Ledo, is great to work with!"—Total Fleet Solutions

“Tech Louise is great he is timely, a no no-nonsense person and explains what he does. We are very pleased with his service. "—Paper Park Industries

"We are very happy with the work. The technicians are courteous and respectful, and we’re very happy with them. Sam Apodaca made a huge difference for their company. Sam is very informative and always relayed all of the proper messages to the technicians when they came out.”—Lennox International

“The technician that always comes out is really easy to work with, knows what to get, knows how to stay out of the way, and knows where to find what he needs. These are all very important factors.”—California Carbon Co. Inc.

You get the picture. These are just a few, randomly selected customers who are satisfied with SCMH’s service. I stand with them, in giving David, who came out to replace our water heater, my “kudos” not just for a job-well-done, but for taking pride in their expertise, and having the right positive attitude.



1 comment:

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