A "HOW WOULD YOU FEEL" question...

HOW WOULD YOU FEEL.....as a small company trying to earn or keep your rep. if you collected payment and 5 days later, customer calls to you and says the roof is leaking (I KNOW, I KNOW...it would never happen to you because you are good at what you do! But suppose it happend?)

HOW WOULD YOU FEEL.....As a large co. Knowing you are paying someone to put the roof on for you (wether sub-contract or employees) ?

If I get a call like that,I`m on my way immediately

When it is time for ME to jump out of my tuxido siut...My wife gets the case of the arse! She says..."you don't own the company, why does it always have to be you?"

Its a sence of pride with me, I care when very few do. I look outside the box as well, Its not the customers fault thay have a problem with the roof, and as a customer, I would feel that I was let down...and really disapointed if no one came out to see what"s going on with my roof.

Robby the Roofer Said: HOW WOULD YOU FEEL.....as a small company trying to earn or keep your rep. if you collected payment and 5 days later, customer calls to you and says the roof is leaking (I KNOW, I KNOW...it would never happen to you because you are good at what you do! But suppose it happend?)

HOW WOULD YOU FEEL.....As a large co. Knowing you are paying someone to put the roof on for you (wether sub-contract or employees) ?

I'd feel the same whether I was a large company or small company. I'd feel like I let that customer down and I'd immediately respond to make things right.

Everyone makes mistakes and there will be service calls. It's part of the business. How we respond to the calls determines who we are as a company. I myself would jump out of my Tuxedo and go stop a leak, if I didn't have anyone to do it for me.

"lanny" it is a nice thing to go out and find it is not your fault. I always feel a vidicated when that happens to me...I took pride in my inspection process to negate coming back for later problems. But as an QC Manager I always found legitimate stuff to send my guys to fix before I collected, then re-inspected to make sure it was corrected.

I would feel more angst if the call came 5 days after completion on a job where I HADN'T collected payment.

---Had that happen last year. Emergency call by homeowner in a panic. What was worse is that water almost started a fire having gotten into an electrical box shorting out the power in the kitchen sending sparks flying. I told him he was under full warranty and we would take care of it to his satisfaction. He had to call an electrician just to get the power fixed. ---Upon inspection it turned out to be a leaky waterpipe in the wall. Regardless, customer service was a priority no matter who was responsible. Our reputation is our most important asset. Customer paid for the repairs but we donated our time. Lanny

Being in this business longer than I care to admit I have had the experience in both line items , “ Customer service , Customer service , Customer service . “ How I feel about it is not the question. How the customer feels is the right question. The right answer is customer service for both

Ditto.... I would FEEL angst....

I would have a repair technician within an hour..... no ifs, ands, or butts. service first..........