I learned a valuable lesson
recently.
I had dispatched my technician
out on a service call. My technician
diagnosed the problem and gave
the customer an estimate.
The customer paid the
trip charge/diagnostic fee,
and said she would let us know
if she wanted it repaired or
not.
The next day I received a call
from the manufacture stating
that the customer called them
and felt the repair was exorbitant.
This is where I started
a series of costly mistakes.
Without speaking to my
technician first I called the
customer and offered to do the
repair for a substantial amount
less money.
The customer then said
that she had contacted my competitors
and that they would do it for
even less money.
I should have said NO
graciously!
I did however agree to
a lesser amount.
What a fool I was!
We repaired the unit
and in the course of doing so
it needed another part.
I called the customer
with a revised estimate and
she threw a fit.
I sold her the additional
part at my cost.
The repair continued
to go south, and I continued
to try and salvage this repair.
The customer’s contractor had
pulled the unit and broken a
part.
We looked up the part
and according to our parts suppliers,
the part was still available.
We ordered the part for
the customer and low and behold,
the part was NLA.
I contacted the customer
again, she threatened to take
me to court.
She also wanted me to
pay for having a part made (which
we didn’t break).
At this point, common sense
took over, and I said that unfortunately
after all the years of doing
business together, that I would
no longer be able to service
her appliances.
I explained that she
was being unfair, and that I
had already made too many concessions.
My company strives to deliver
the best customer service possible.
So what does all this
mean?
What it means is that we are
Professional Servicers and that
we provide quality Service for
a fair price.
We are factory trained
and experts in our field.
We are Professionals
in every sense of the word.
Don’t make this mistake as I
have.
We
are worth every penny that we
charge.
