Beyond the Basics - solve the problem properly

Customer service and problem resolution can make or break a company. The products or services can be great, but if something goes wrong and it isn't cared for properly, it could mean no more business from you, and possibly lots of negative word of mouth.

I recently had an experience where I was in need of a repair on my garage door that wouldn't open. My car was trapped inside my garage and I needed someone quickly. Without having a contact, I searched online for a local company. With no prior knowledge of the company, I made a phone call and was told that they had a job in the area and could be at my house in less than an hour. Great! I was happy so far.

Two men came to my house within the timeframe I was given and not only repaired the broken door, but also did a few things that needed to/should have been done throughout the years. They even serviced my other door "...since we're already here for a service call." These guys were not only nice, but since they had to charge me for a service call anyway, they checked out the doors from top to bottom for me. They even explained to me the regular maintenance that I should do to ensure proper operation in the future.

I paid the guys and they were on their way within 45 minutes of arriving at my house. My garage door was working like a charm and I was thrilled not to be trapped at home all day.

That night something happened. When I turned on my outside lights (attached to my garage), the circuit breaker tripped. Uh oh! It HAD to have something to do with the garage door work today. And it did. Upon further inspection, we found that they had unknowingly put a nail through the wire for the lights when reinforcing a bracket for the door spring. UGH! I immediately dreaded making the phone call the next day to explain the issue, anticipating either never receiving a call back, some story about how it wasn't their fault, or any myriad scenarios for shoddy work being dismissed by a service giver. Sadly, that must be what I'm used to because that's what I expected.

I made the call and was pleasantly surprised. When I explained the situation, they made plans to come out and remedy the problem. What? No argument? No defensive conversation or accusation that I may have done something wrong or that it wasn't a result of their work? No making me explain over and over what happened? The owner hired an electrician to come to the house that week and repair the damage. Situation resolved.

I tend to believe that it's problem resolution that makes a good company. Good service or products are expected. But when something goes wrong, how a company cares for you in order to make things right will probably determine whether you will call upon them again. I would call these guys back... and refer them to my friends.

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