The Unsatisfied Customer

The Unsatisfied Customer

Matt Watts
Contributing Writer
ShuBee®, Service Consultant

Take a minute and think about this long and hard. What is more frustrating than your HVAC unit biting the dust during a brutal summer? Don’t sweat it, the answer will be revealed shortly.

Picture this: It is mid July and the sun’s wrath is bearing down. You contemplate cooking your morning breakfast on the sidewalk to speed up the process.  After you get some food in your belly, you settle down on the couch to catch up on your favorite T.V. show with a cold glass of sweet tea in hand.  All is good with the world until… you feel a drop of sweat roll down your forehead. You slowly get up from your sunken stupor with your legs sticking to the leather couch. You make your way over to the thermostat and glare at the numbers. Pure panic sets in. The AC unit has gone kaput.

This was my mother’s experience a couple of years ago during a record breaking summer here in Middle Georgia. She was at home keeping my daughter while my wife and I were at work when her AC quit working. Her first thought, like many of us, was to scroll through the countless HVAC companies online. She stopped at a name she recognized from advertisements and billboards around town and made the call. “Help! My air conditioner has gone out and it is hotter than blue blazes.” The nice lady on the other end explained that they were very busy but would have someone out within the hour. After staring at the clock for what seemed like an eternity, the service tech pulled into the driveway. He was here to save the day, or was he?

A burly, unkempt man knocked on the garage door. “I hear you have a problem,” he grunted. My mother explained the tragedy of the AC not working and that she was keeping her granddaughter. He assured her not to worry and he would get her fixed up soon. Then it happened. The tech slipped off his boots and entered her home. She described the events that followed as a scene from the horror movie Swamp Thing. The soggy wet tracks led through the living room and over the rug that was scattered with my daughter’s toys.  It stopped my mom in her tracks. Why would a reputable company have its techs remove their boots?  The job continued for a couple hours, going back and forth from the garage to the main unit upstairs.  Then she finally decided to ask, “Do you not wear shoe covers?” He responded with an answer I hear too often, “They are too much of a pain to put on. I would rather just slip my boots off”.  When the job was done she followed him out the door to the truck and he went on his way. The tech did a great job repairing AC unit but momma was not happy and you know what they say about keeping momma happy.

After mopping up the prints from the floor, she could not help but think, “Why didn’t he take the time to show her he cared? “  This is the million dollar question.  What is more frustrating than your HVAC unit biting the dust during a brutal summer? You guessed it! A company not giving their clients the ultimate customer service experience: the simple act of caring.

I have been with ShuBee® for a little over three years now.  The excuses I have heard will blow you away when it comes to wearing shoe covers, putting down surface protection, wearing coveralls, etc.  “It takes too long.” “It costs too much and the techs lose it anyway.” I have even heard “I am just too lazy.”

You should always be thinking about how you are presenting yourself and your company to the clients you service. How do you want to be remembered? I can tell you one thing, the man who came to my parent’s home will be remembered but his company will never be called back again. Take the time and effort to WOW your clients and you will get that return call over the average Joe any day.

I have talked with some of my best and loyal clients from ShuBee and when they share their secrets to success with me, one thing always rings true: initial presentation is everything. Arrive at your client’s home in a clean professional uniform.  Wear a name badge or name tag to let the home owner know who you are and that you can be trusted.  Stop at the front door, slip on ShuBee® Shoe Covers and watch the magic happen.  Your client’s eyes will light up with excitement and gratitude. You are not only wearing shoe covers, you have taken the time to show your client respect, thoughtfulness, and prestige. Don’t be Swamp Thing. Present yourself as the hero coming to save the day.

Here at ShuBee®, we strive to help you and your business succeed and want you to reach your full potential.  We are service professionals serving service professionals and we stand willing and ready to go above and beyond with you today.