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A great story on how a builder turned a customer complaint into a revelation. When Bruce Ahchow, CEO of Service Central, chased up a customer complaint about a builder taking too long to complete a project he found out that a sick renderer was holding up the whole project. Learn how he solved the problem in 5 minutes and left both the customer and the builder happy.
Account from Bruce Ahchow, CEO of Service Central ....
I was handling an escalated dispute from a customer regarding one of our service providers commencing job but not finishing it. Most of the work had been done, but the rendering was not finished and that was holding up some other bits and pieces.
I rang the provider and asked what was going on. The provider was generally a good business who has been taking about 20 leads per month in the building and landscaping categories and converting a good portion of these leads into jobs. He told me that his 'regular' renderer that had worked with him for the past 4 or 5 years had taken sick and couldn't finish the work. He had been sick for the past 2 weeks and rang to say that he could be off for another 2 weeks. He had tried to ring a few renderers but couldn't find anyone to finish this smallish job.
I suggested that he could not leave the customer waiting for that long and that it was his reputation that was on line here. Everyone is a bit forgiving, but the job hanging out there for weeks was not fair. I questioned why he didn't post his rendering job on Service Central? He said, "I never even thought of it" I asked if he would like me to post the job for him, which he agreed.
Within 10 minutes, and before we had finished our conversation, 2 renderers had responded. I looked at their ratings and history, and
both had 4+ star ratings. Also, as I had posted the job, I made the description quite clear that it was only a small job and we still got the responses. I suggested that when talking to the renderers, explain who he is and what he does and build a business relationship for on-going work.
The point to this story is vary valuable for your businesses
- Do not leave a job unfinished. The customer will complain and will rate you poorly
- Service Central works as well for you as it does for your customers. If you need help on a job, post the job on Service Central and get qualified, insured and available contractors to ring you back!
Building Quotes
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