Good customer service still lives. Hallelujah!

Somewhere on the Canadian Prairies…?

?“Yes, looks like I can fix it…colour will be hard to match exactly though.”

We’re making our way back home to the mountains of Canmore after spending over 3 weeks in and around all the fresh-water lakes of?Northeastern Ontario.?

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The purpose of my trip was to check in on my folks, who are still living in the house I grew up in, on one of these lakes; and enjoy all the activities one can do on such bodies of water.?

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Since my folks are in their 90s now, (doing remarkably well, I might add) one thing they do not do anymore, is get all the boats and dock furniture out. One of the boats I was keen to get prepared, is an old?Laser?sailing vessel. I knew in advance, however, that it had a hole for which, I did not possess the skills to repair.?

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I had asked my Dad to see if he could find a boat repair person in advance, But since he is not too much into using Google and his copy of?Yellow Pages?being quite old ??, we still did not have a repair fellow lined up.

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Naturally, upon arrival, I did the first thing we all do these days. I opened up a browser window and commenced a search.

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Interestingly, only a small number of businesses were listed as doing fibreglass boat repair. Since there would be hundreds of thousands of boats built of this material, I found this surprising.?

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My next step? I just started dialing listed businesses.

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The first person I got connected had a listing he hadn’t even claimed. And I only called it, because I had had no success with the other numbers yet.

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Turned out, I got lucky.

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The guy used to have a business, doing this kind of work. But all the covid lockdowns killed his business and he had to take a job doing shift-work with a mining equipment supply company. Nevertheless, he said he could do the work, in his spare time and on the weekends. Which he did. Plus, he picked up our boat and dropped it back.

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Great service. Superb workmanship. On time and on budget.

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If this is how he treats all his customers – he will do well.?

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Business lesson?

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He got the job because he?picked up?his phone. Then he?listened?well and?asked?for a good description of the problem. Then asked for more detail in the form of a photo.

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Once we had agreed to a price and that he would pick up and deliver, I was sold.?

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Next, he?managed expectations?well. He stated right up front that he worked a shift-job and thus wouldn’t be able to answer back, right away, some days. Furthermore, he said that until he cut open the hole more to examine the extend of the interior damage, he wouldn’t know for sure, whether or not he would have to do more work than expected. If so, he would let me know and he would tell me and ask if I still wanted to proceed.

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During the job he send photos of the?work in progress?and what he was doing the fix the problem.?

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Lastly, when he dropped off the boat, he showed me a second repair he'd completed, where there had been a crack. He?didn’t charge?me for this.

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What could he have improved?

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Only one thing. He could have prompted me, after the fact, to?leave a review. When I found him, he had just 2 and while good, they were both brief and relatively old. Since he is relying right now on this little Google site for calls – reviews would help him immensely, going forward.?

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Until next week,

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Stay healthy and focus on profit!?

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- Hugh?

The “Profit Accelerator” Expert

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P.S. Did you know that even tiny improvements of 1-3%, in just 12 fundamental areas of your business could give you 50% and more improvement to your bottom-line? Test out my brand-new?Profit Acceleration SimulatorTM??and discover the true impact of a conservative estimate of Profit Acceleration initiatives on your business and see for yourself. (https://hughtafel.com/simulator/)

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