If you say I'm old fashioned, I take it as a compliment
When you run a national service company with over two million Customers there is always a touch of anxiety when, as first job of the day, you look at the press clippings. It's not that I'm expecting bad news but we are out fixing stuff in a million homes almost 1.5 million times a year and sometimes, good people make mistakes. Our engineers do a thousand jobs a year and even the best have a bad day. I always just hope that if this leads to a news story, the reporter gets the facts straight and also gives some balanced context.
I read this article today. I can’t argue with any of the facts. I just have a different view of the conclusion drawn from those facts.
I think given the circumstances, this worked just like I would want it to work (other than the service issue of course). We determine a price that is fair for all our Customers. We intend for everything to go as expected and are resourced to make that happen. If we do make a mistake then there is a robust process for Customers to complain formally and get their issues resolved. I also expect us at renewal if a Customer says I don’t think that price is right because I no longer have faith in your service that we have a conversation and offer a better price to get them to give us a another chance. I want to use that new information to treat that Customer like an individual and when computer says no for my People to be able to say yes.
This Customer was caused extra and unnecessary effort because of a mistake made by our engineer. These engineers have a rating of 9.6 out of 10 from over 100k surveys. They are good, skilled, hard working professionals who from time to time make mistakes. When we find out about that mistake I’m glad we let our People on the phone make the right decision after listening to the Customer. The reporter thinks he got special treatment because he was a reporter. I know that isn’t true. It might have been one of my press team he was in contact with, but we would have done - and will do - the same for any Customer once we have their perspective. I suppose it is a bit old fashioned to listen to your Customers but in my view, there is nothing wrong with that.
Food And Beverage Assistant at Village Hotels with expertise in Hospitality Industry
6 年I can personally vouch that being a part of homeserve made me the best version of myself. I may not be there any longer, but those people promises enticed me there. And will remain with me. Yes it is old fashioned a memory of better days, before people got too busy to be human in business. Keep up all the hard work all of you!
CEO Apperio - Transforming the legal billing process.
6 年I'm old fashioned too Greg, if this is the case.
Customer Experience | People Engagement | Strategic Transformation
6 年I've was very honoured to have been invited by your team to see first hand how you put your 'Customers First' and the individual approach you take to supporting those that need help, especially your most vulnerable Customers, sometimes at your own cost simply because it's the right thing to do! The care that is displayed by your engineers and advisors who want to just do the right thing is to be applauded!