Wednesday, September 9th Team Meeting
Examples of positive customer service moments:
a customer shoutout to Brandon for staying clean on the jobsite
last summer when the office was expanding, the team that did it kept everything remarkably neat
it wasn't the quality of their work itself that made the customer so happy, it was the cleanliness and the way the customer was treated
"let's take 15" - stepping aside from the work for a few minutes to straighten up tools, mess, etc seems inconvenient at the time, but can make a huge difference on the jobsite
Anderson customers have exhibited palpable relief when we reach out to them to set up the new billing methods because they're seeing that we're taking the time to do our due diligence
even just reaching out to say "I don't have an answer right now" keeps customers in the loop and defines expectations
We are good at customer service now, but if we don't continue to apply #AlwaysImproving to it, we will stagnate and lose our edge in the markets where we're currently doing very well.