How to deliver exceptional service

by Dean Iodice on June 8, 2013

It’s not about the dripping faucet or the clogged toilet or even the burst pipe. Yeah, it’s an issue the customer that calls you because that is the problem, the expectation is that you are going to fix it. I like to ask my customers what makes them different, why should someone call you over the other 300 plumbers in your city. I don’t always get the same answer, but I do get a mix of the obvious:

• We are the best
• We’re the fastest growing plumbing company in…
• We show up on time
• We do what we say
• We are the cheapest
• We have been around since…
• We are family owned
• We have all the parts on our trucks

I have news for you, all of that is the expectation. You should deliver on most of that. You show up on time? I should hope so. So this takes me back to the title of this post. “It’s not about the dripping faucet”. It’s just not, you can show up on time, fix the problem collect your check and leave. You did what your customer expected. What kind of testimonial could be left for that. “They showed up on time and fixed the problem, they are a little expensive”. Nothing special, nothing great.

You become exceptional when you create a WOW moment for your customer. It’s really nothing big either, it’s all about the little things.  Find out what those little things are and you can turn your customers experience into something amazing.

I recently had to bring my car in for service. I dropped it off and when I picked up it was fixed and I would have thought nothing of it, but made an impression on me is that the car was detailed inside and out. I was happy driving down the road in my nice clean car. They wowed me.  Find a way to WOW your customers and you will go from good to GREAT.

Tagged as: customer service, wow your customers

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