The best review we ever got wasn't about how fast we fixed the furnace. It was that four different people from our team said the exact same thing. That's not an accident. That's what happens when nine people are behind every call and all of them are speaking the same language, the dispatcher who booked it, the tech who showed up, the CSR who followed up after. Same tone, same promise, same standard. The customer doesn't experience your org chart. They experience your consistency. That's what world-class service actually is.
@officialchadpetermanTranscript
World class service in home services, it's the trickiest thing to do, but when you make it, it's the most satisfying thing in the world. Because in home services, a lot of customers think that it is just a technician going out to their home. What they don't understand is that on average, nine people will touch that call from the person who answered the phone to the marketing team who drove the lead, to the HR team that made sure the technician was up to snuff, to the dispatch team, to the manager, to tech support, to all of these things, all the way to the back end of accounting and payroll. And so to me, excellent customer service is when everybody on that chain is speaking the same language. Training and development is so dialed in that this person knows how to set this person up for success, that knows how to set this person up for success, so on and so forth. The greatest review that we get is I had I think four people from your company out to my house, and they all said the same thing and spoke the same language. When we get that review, we know that we hit it. Do we hit it every day? Do we hit it on every call? No, but we're trying.
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