Last week I wrote about the need to provide good customer service which will enable you to grow your business. Well, I am very pleased to report that I’ve just experienced a first class service that took my breath away …
I’m sure we have all seen a national Gas company advertising on television offering a call out service that is second to none and if you experience a breakdown before a certain time of day, they will try to attend that same day. Well, forget this national Gas company, I always prefer to use local suppliers and DHC (Domestic Heat Cover) based in Milton Keynes is one of those suppliers who offer first class service which is cheaper than the big guys.
I stood there a little shell shocked – I mean, it takes longer than that to get to talk to someone at the national Gas company and that’s after you have listened to the voice prompts including “Press 17 for a glass of wine” through to “Press 37 to speak to a human being”. Is it just me or do you find voice prompt (Veronica) systems time consuming and irritating? I cannot remember how many times I have had to repeat my postcode using every language possible just to get the system to not repeat “Did you say TZ92 9RT? Yes/No” AAARRRRGGGHHH! I so wish they knew about Virtual Assistant services like Star Virtual Office! Let me explain. Last week I had a problem with my boiler; just before it switched off there was a strange whooshing noise, however since the boiler had only just had its annual service, I wasn’t really concerned. Anyway, I telephoned the service team at DHC just before 11am and told them that there was a strange noise coming from the boiler. I was asked if there was anyone at home that morning, which luckily I was. Anyway just short of 15 minutes later there was a knock on the door and standing there was the DHC engineer asking about the problem.
Now the problem turned out to be something very simple and when the service was completed, the engineer had turned the heat control to maximum for one of the tests and had forgotten to return it to the normal setting. It’s simple when you know what to do, but more importantly I shall remember DHC for their prompt call out service rather than the fact that they had caused the problem in the first place. As a member of the Federation of Small Businesses, one of the things that the FSB concentrates on is “Keep Trade Local” hence the reason for trying to use local services or trades people and I shall always recommend DHC not only for their normal service but more so now because of their prompt breakdown service.
Until next time …Remember good customer service is the lifeblood of any business and here at FTS Safety Solutions we offer a professional testing service which is approved by the The PAT Testing Network. Call us on 0330 6600264 or visit our website to find out more.