Going beyond your customer's expectations

Last week we had our A/C replaced. The old unit finally stopped working right before Portland's annual heatwave.

We went with a previous contractor and by the end of the job they beat every expectation we had:

• Price, while high was close to what I expected and was still lower than alternatives.
• Finished in 2 days, plus an hour on the 3rd day versus their original 3 day estimate.
• The entire time they were open to questions and explaining how the new units worked.
• Friendly, cleaned up after their work, etc. The little bedside manner things that get missed normally, they handled.

This is what you'd expect from a high-quality service provider.

It was the same when we first worked with them and was a major factor in them winning our business the second time.

They did such a great job that we're having them do a smaller 3rd project now too.

Quality service and treating your existing customers well can pay you back in spades. It might not be easy to notice or track well unless you analyze their ordering (like with Repeat Customer Insights) but often you'll see improvements that you can't account for anywhere else.

Eric Davis