Monthly Archives: July 2014

Customer Service: Communicate, Define, Perform, Verify

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Today I experienced exceptional customer service.  My home builder sent Stucco Man Mike Desrosiers to perform some touch ups on my house.

He took the time to:

  • Introduce himself
  • Walk around my house with me to see areas requiring repair
  • Perform the work properly
  • Clean up after done
  • Knock on my door and walk around with me to show the work performed

I thanked him for ensuring I was happy before leaving and for cleaning up.  He then returned with a CD that he recorded with his daughter and handed it to me and said you might like this and walked away.

Customer service is that simple.  Communicate, confirm scope of work, perform the work and verify the work is complete.  Mike did not have to leave me a CD but he chose to.  I am not sure if he liked my approach to interacting with him and thanking him or if this is his calling card.

If you need stucco repairs call Mike “Stucco Man” Desrosiers 204-233-7930

Tyson McMurren, CMA

Customer Experience

 

Managing Growth

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50 percent year over yearI recently visited a young business (less than 10 years old) that is experiencing on average 50% year over year growth.   The growth is so fast their new head office is already out of space!  Here are a few reasons why they continue to grow:

  1. Great leadership hiring great people
  2. Identification and correction of too much on one persons plate
  3. Investing in systems to reduce workloads and improve processes
  4. Providing superior customer service by offering solutions not products
  5. Diversification into multiple products and industries

I plan to write further blogs on each of the above.

One thing I noticed, is the company has found a way to keep the founders creative by reducing their workloads as the business grows.  I see too many companies where the founder tries to maintain all duties and responsibilities that they had when the founded the company and usually takes on more as time progresses.  This usually leads to burnt out leaders and upset customers.  As your business grows you want to keep the customers that were there with you when you started, as long as there is mutual benefit to the relationship.

Tyson McMurren, CMA