Posted by: Rita Ballard, Customer Service Specialist
Most People call it the "Golden Rule". Even the Scriptures identify it as the second greatest commandment. Around here, we also call it "Customer Service". That rule, of course, is to treat people the way in which you want to be treated.
Whether you are a homeowner, contractor or builder, you'll agree that product quality and beauty are important. However, add to this two sided dimension, the aspect of great customer care, and for sure what will result is a completely successful experience, and total customer satisfaction.
What the purchaser doesn't see but absolutely "feels", is the team behind his or her purchase. Though each experience is unique, the standard of care and follow-thru is a process of systematic excellence. Isn't that what makes a buyers' experience and a seller's proficiency stand out?
Here at K.C. Company, the customer always has a point of contact who is eager to assist; even if it means directing you to the next step toward progress. I mention that because there are customers who remembered me from my early days here 5 years ago. They still call me for assistance, even though I've changed positions several times. I love their sense of loyalty and am grateful for their trust that their concerns will be promptly addressed. Plus, we get to chat about those things that matter to them, before transferring them to the department personnel most beneficial for their need! I like to think we build relationships with our customers.
One customer advised that she appreciated that a copy of the very paperwork she signed was included with the paperwork sent with the crew. She was able to review her agreed upon terms and realistically set her expectations. She commented that the experience went beyond those very expectations! A contractor noted a small scratch and was ecstatic to receive a caring, prompt, satisfactory resolution. One customer was a little anxious about seeing her windows removed. She thanked us for taking the time over the phone to detail the process. She says it made for a "smooth experience".
Because we believe that our internal colleagues are also our customers, treating our external customers with dignity, efficiency and diligence comes quite naturally!
So, if you want to talk about scheduling a preconstruction technician or maybe wonder what to expect at the time of install or perhaps you are a builder needing specially tiered delivery dates... go ahead, make my day... call me and my colleagues, and allow us the privilege of making your day, too!