Customer Relations 101: Your Service Department - Exceptional customer service begins before a customer picks up the phone to call you

摘要

For those of you who used the customer relations questionnaire found in Plumbing & Mechanical's October issue "Customer Relations 101: Don't Expect It, Demand It"), I'm sure you were pleasantly surprised and maybe even shocked by your employees' opinions and responses. And you could easily identify which comments came from your service department, even though some similar comments came from jobsite employees. Naturally, quality workmanship would be important for both. That concept emphasizes two crucial construction words that every qualified, skilled crafstman must maintain - proud and pride. He or she needs to stand back and proudly say, "I did that!" The word "I" is the smallest word in our American dictionary, but it is the biggest word in our industry. We always want to be proud of our work, proud of our appearance and behavior, proud of our company and its reputation, proud of our family and, of course, proud of ourselves. That's what I have always called the pride of a craftsman.