UNLIKE MOST BUSINESSES, MY SCHEDULE RESOLVES AROUND YOU

A few weeks ago, I was working on a project in South-Central Texas that showed me exactly what customer service isn’t. The project should have been pretty straightforward. It was located at a beautiful, expensive home, and the homeowner’s attorney and architect wanted a group of three workers from a water restoration company to tear the wallboard and plaster ceilings and walls apart in specific areas to look for evidence of mold and water damage. Simple, right?

Unfortunately, it wasn’t. The water restoration company’s employees were problematic from day one. We were all told to be onsite at 9 a.m., but they didn’t show up until 10:30 a.m. Then, when they finally arrived, they weren’t prepared to do the work required. So, they spent another hour getting organized, and only worked half an hour before heading
off to lunch. Adding another layer to the disrespect, they tacked an extra 45 minutes to their lunch break! By 1:45 p.m. only half an hour of their work was done.

If you can believe it, the next day was even worse. Once again, we were asked to be at the site at 9 a.m. but they didn’t show up until 1 p.m. I was absolutely baffled and frustrated. It’s hard to believe that this service business has employees who are late, unresponsive, and rude can call itself a customer service company. How they’ve stayed in business is beyond me!

After that experience, I finally understood why so many of the building managers I work with are surprised when they call me for help with a problem and I offer to come out as soon as possible. Usually, I’m able to schedule an appointment within the next day or two. Often, the reaction I get on the phone is, “Wow, that’s so quick!”

In the past, that surprised me because I’d love to be there even faster. If I could make it to every building on the same day I got the phone call, I’d be thrilled. But now I can see I’m just exceeding the very low expectations people have these days of companies in the service industry.

Every client is important to me, and I do whatever it takes to accommodate their schedule, not mine. If I have to move a personal appointment to make time for a client, I will!

While working on that project in SouthCentral Texas, I left my house by 5 a.m. every day in order to get to the site by 9 a.m. It was a 3 1/2-hour drive from my home to the client’s, and I consistently arrived 30 minutes early. I could have slept in until 5:30 a.m. and risked being late if traffic was bad, but I would rather be the one on site waiting for the client than force them to waste time waiting for me. When I bring in other people to help on a job, I make sure they have the same work ethic.

Honestly, I’m disappointed with the quality of people who show up to work in most areas of the indoor air quality industry these days, not to mention other customer service professions like internet installers and appliance repair people. These folks charge expensive fees and show up unprepared, late, and without the necessary experience for the job — just like the water restoration guys we had to deal with in South-Central Texas.

I try hard not to show that kind of disrespect. If there are traffic issues or I get a late start, I try to call to warn my clients that I’ll be delayed or to reschedule the appointment. It’s basic human decency, and we all deserve that much!