That question has inspired numerous studies and the answers vary somewhat from industry to industry.
Based on our experience, here are the top three items we think our customers yearn for:
- Trust. You let us into your homes to fix problems, sometimes severe ones, even life-threatening situations. You have enough on your mind without having to worry about whether the service technician is competent, honest and someone you can turn your back on. That’s why we do background checks and drug screening for everyone we hire. That’s why we continually train our service technicians and customer service representatives to always listen to the customer’s point of view and respect your wishes.
- Convenience. When something breaks down in your home, you don’t want to leave messages and hope someone calls you back in a reasonable time. You don’t want to hear “maybe … possibly” someone can get out there in a few hours. That’s why we have live people answering our phones and make every effort to schedule service at a time that’s convenient to you.
- Value. Price is always a consideration, but price alone does not constitute value. Value is part of an equation that also includes quality, convenience, guarantees, friendliness and follow-up. We do not strive to be the cheapest home service firm in town. We do strive to provide the best value.
Did I overlook anything? Please let us know how we can serve you better.