A Lesson In Customer Satisfaction.
$1,753.80. One thousand seven hundred fifty-three dollars eighty cents. That’s how much the tickets cost. No big deal, right? My wife and I needed to attend a convention in Cincinnati with our 2-year-old son. So I hopped on the trusty Orbitz app and checked out what was available. Hmm, prices are kinda steep for the date and time we want, but you gotta do what you gotta do. So I clicked buy and added the goodly sum to my beat-up Discover card. All was well and good till a few weeks later when, due to unforeseen circumstances, we found we would not be able to attend the convention after all.
So, reservation number in hand, I called up the airline, a behemoth based in Atlanta whose name begins with a D and ends with an A. At 7:15 AM I was told I could leave my number in queue to receive a call back from a customer service representative “in more than two hours.” So I left my phone number and went on with my day. At 9:47 they called back, but I missed the call. So I had to call customer service again. And leave my number in the “more than two hours” queue again. At 11:43 AM they called back and this time I caught the call. After explaining what had happened, I asked the customer service rep if we could change the date for a fee. Or get a refund of any kind. Absolutely not, I was told. There is nothing we can do for you. We can’t change the date, change the destination, or get a refund or credit of any kind. Nothing. Nada. Zilch. Zip. Nix. Zero. Nein. Nyet. And then she hung up on me.
Now, I don’t like to give up easily, so I called up Orbitz. At least they have real people answering their phones. Unfortunately, they could not help me either. “It’s the airline’s policy, sir.”
The money for the tickets is down the drain, and there’s nothing I can do about it. In this day of instant global communication, I can tell the airline that I won’t be making the flight two weeks ahead of time, but they keep my money just because they can. They’re a faceless behemoth with a near monopoly. They don’t provide personalized service and customer satisfaction because they don’t have to.
Now, you may be asking what does this have to do with roofing. Good question.
It’s all about mindset. This airline is an uncaring, faceless behemoth. They don’t care about my Discover card (unless they can park more charges on it) and that person on the “customer service hotline” is thinking about the end of the shift, not about helping some hapless roofer in Minnesota.
In contrast, I’d like to consider the mindset we have at Yutzy Construction. When you call us, you will talk to the owner–that’s me–and I’ll discuss your roof with you personally. After setting up a time to meet, I’ll come out to inspect your roof and make a recommendation for you. Should you hire us, I and/or my partner will be on the job site personally while the work is being done to ensure a quality application. After the roof is complete, I will personally return to do an inspection periodically to make sure your roof is performing optimally. Should there ever be a leak or other kind of problem with your roof, you will have my personal cell number. You can call me direct and I will come out and figure out the problem and we will correct it. Because your roof is our roof. Your problem is our problem. I’m not thinking about the end of the shift, but rather how can I please the customer. I have kids to feed and I want your business. We will make your flat roof or commercial roof stop leaking. We will take care of it because customer satisfaction Is A Big Deal!