How Important Having a Customer Centered Business Is To Your Bottom-line

16 Apr

happy-customerOver the last few weeks we have been talking about the importance of great customer service and how it can positively impact your business and your bottom-line. Well… disaster struck our house this last week and I was able to personally experience the best example of exceptional customer service I have seen in a long time.

 
I will spare you all the unpleasant details, but suffice it to say, we had a plumbing issue in our bathroom that we were not able to resolve ourselves and we ended up calling Roto-Rooter. Of course this would happen on a Sunday so I was expecting to have to pay extra.
Fortunately for me Roto-Rooter has a customer-centric business policy and understood that disasters don’t observe the calendar or the clock and did not charge extra just because of the day of the week we needed them the most urgently.

 
My first contact with Roto-Rooter was their website that had their service number in big red numbers right at the top of the page where it was easy to find. The woman on the other end of the line was very courteous, but also seemed genuinely sympathetic and understanding to my personal situation and the anxiety I was going through at that moment. She promised to have a technician to my home during a certain time period that day and that I would receive a phone call 30 minutes in advance of their arrival.

 
True to her word, everything happened just as she said, but then things took another unexpected turn. The gentleman who actually showed up at my door was exactly that, a gentleman, in every sense of the word. The professionalism, the exceptional quality of work, his graciousness and good manners, and the professional respect Farhad showed to me was unlike anything I had experienced in quite a long time and if you are a woman you know exactly what I mean.

 
As he began his work to resolve our issue things went from bad to worse quickly. He discovered that there was water damage that had apparently been going on for a while resulting in structural damage to my home. Not what I wanted to hear. It also seemed that there was a secondary issue that would require hiring another contractor and digging up our front lawn and removing most of the drive way to replace some pipes. By this time all I can think of is a bill that started out as a few hundred dollars was suddenly exploding into the thousands and Farhad seemed to understand that.

 
He arranged to have a camera crew come and run a camera through our system to find out exactly how bad the damage was and specifically where it was, thereby reducing the amount of additional damage and expense necessary to the front of my property. Most importantly, Farhad arranged to have this done at no additional charge to me.

 
As you might of guessed, I had just gone from being a satisfied customer to a raging fan as I saw my bill start to come back down. But he wasn’t done. He left my bathroom clean and in good working order. Farhad took a few moments to freshen-up outside at his van before going over my bill with me, which so far was still the same few hundred dollars it started out as. Then as a way of introducing me to a new product and to prevent any more potential issues and expense, Farhad left me with a gallon bottle of Roto-Rooter’s Pipe Shield as a gift.

 
In this one day I experienced each of the key customer service points that you and I have been discussing over the last few weeks. I cannot emphasize enough how important having a customer centered business model is to your business and your bottom-line. If you haven’t had a chance yet to go through my free video series “How to Get More Customers and Grow Your Business” I highly recommend you do now. Each of the videos walks you through how to implement each of the key steps, how it will benefit your business, and it is my gift to you. However, it’s only going to be available for a little while longer because I have a new series coming in just a couple of weeks. So take advantage of them while you still can! Just click the image below to get started!

 

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