A short story. On a Sunday last November my shower 'o' ring failed. I called out Mr Rooter because the fitting was old and I didn't have the right tools. Their rep mistakenly took out the entire valve. So why have I given this company such a high rating?
Expressly because of two individuals, Derek and Fred who run the franchise for the GTA. They resolved the issue with no fuss and genuine empathy.
I have no doubt that I had a poor one off experience with the contractor initially. However, knowing that you have strong management to set things right is critical. Attached below is the original e-mail I sent to the President of the group expressing this:
Derek was understanding of the issue, fair and straightforward in his dealings without a hint of shirking his responsibilities. It is very easy for us to take credit when things go well, it is far harder to accept mistakes and rectify them.
I am a strategy consultant, often dealing with advising companies on poor customer service. If all your franchisees were as competent and empathetic at handling customers as Derek, The Dwyer Group would be twice the size it is today.