Customer Service AFTER the sale

This is one story I love to tell...It fascinates me! This past Spring I had all the windows in my home replaced. I contacted a company from a personal referral. I love personal referrals for service companies.

One of the owners is the quoting manager. He came out, answered my questions, told me the procedure and what to expect, then gave me a quote. I had done my homework before hand and pretty much decided on him before he arrived. The only pieces I needed were to gauge him personally and get the amount. He was easy to deal with and the price turned out to be about what I expected and I wrote the 40% check.

It took a couple weeks for my windows to come in. His administrative assistant called me twice during that time to check in. Very nice touch.

When the windows arrived she called back to schedule the install. We set a day and she told me what to expect: vehicle, number of guys, names, etc. (VERY nice touch). I mentioned to her, I'd like to get the company to do some other little touch up things to my siding edging and roof. They have a department for those requests and she told me the owner would come out on my install day to check on his guys and to show him what I wanted done. Sounded great!

The two guys that came to install: I couldn't have been more pleased with them. They were polite and respectful of me and my home. They told me in the beginning what they'd be doing and when they'd need to be inside. They also worked around my need to keep my cats in safe rooms while they were working. If you've never had windows replaced, they take the old ones out and leave holes in the walls until the new ones are put in...in my case, one guy was taking the old ones out and the other was a couple windows behind him putting the new ones in. So there were some challenges moving the cats around so they wouldn't be in a room with no windows or in a room with a strange person making strange noises.

Anyway - the whole install went beautifully. I was extremely pleased with them and the new windows. But the owner never did come by.

A couple of days later I called the assistant back and asked about getting a quote to do all those other little things. I also told her I wanted to talk to the owner about the guys who installed the windows. She said she'd have him call me. No one ever called or came by.

The next week I called in and left a voice mail. The owner finally called and came out the next day. We looked at what I wanted done and he told me what it would cost and promised to have someone call me to schedule a day to get it done. He asked me about the installers. I told him I wanted to tell him how pleased I was with them. That they did a great job and I appreciated their attitude and work. The owner seemed shocked. He apparently isn't prepared for compliments.

Now - to finish the story. It's been almost 6 months. My windows are still great, but no one ever called back or showed up to do all those other little things I wanted done. About half way through the summer, I hired someone else.

To this day - even though I'm pleased with the windows and the actual installers (and the reasonable price) - I will not refer that company to any one. Point blank. The owner, who was a personal referral ruined my perception with terrible post install customer service and a complete lack of follow up.

However, this reinforced my own follow up practices.

Mowing for Mental Therapy

I mowed my yard today! And it felt great! No, I'm not sick or expecting company, or anything like that.

It was cloudy and the wind was blowing pretty steady - it's not as much fun with high heat and bright sun baring down. The neighbors weren't home - including all the kids that live in my neighborhood. And my better half was at work. So, I took a long lunch and mowed the yard.

I mowed it to suit me. I got some good exercise walking/pushing/pulling the lawn mower - yes, I push mow. I have a neighbor who ride mows his yard - he spends more time turning around than actually cutting grass. Our yards aren't all that big...haha

I also had time to just not think about anything. I worked quite a bit over the weekend and just enjoyed some time out just focusing on grass and weeds and tree limbs. And I got some exercise at the same time!

Now I feel better and the yard looks great.

Just for the record - I do have weeds - and am very proud of them. In a neighborhood with homes and yards as close as ours are, it's almost impossible to have perfect grass. So I decided years ago, as long as the weeds are green and I can mow them right along with my grass, they look fine to me...hahaha Especially in the spring when they all have pretty flowers.

Image

My husband and I tend to frequent certain restaurants. We have one I'd like to mark off the list...all because of the image the owner and her hostesses present.

This place is by no means a fancy place...I wouldn't voluntarily eat there if it was...haha But I do prefer the employees/staff look the part.

The wait staff is dressed in uniforms usually consisting of black pants, white shirts and aprons, with their hair pulled back off their faces - perfect. They are easy to spot and have their mid-driffs covered. There are a few piercings among them - but nothing outrageous.

The hostesses are dressed like teenage girls - actually they are teenage girls - who came directly from a Saturday night out with friends. One in particular always seems to be showing more skin than she covers. They are young - so I understand their psychology of how they should be allowed to dress. But I have an issue seeing someone's bellybutton or thong while I'm trying to eat.

The owner, I think, is the problem. She usually looks like she's been slounging around the house all day and literally got off the couch and came to work. Tonight she was in a pair of tight Capri's, a dirty t-shirt and flip flops. That would be fine if she was working in the back - but she was up front helping seat customers.

I don't get it. I don't understand why the owner of a business that depends on the public's discretion and disposable income to stay in business wouldn't at least pretend and put on a professional front for her clients. At the very least, have the hostesses dress like they have some modesty.

Understand - I really don't care what people wear in the comfort of their own time and space. But, I am becoming annoyed with their lack of respect for my time, space AND MONEY if I CHOOSE to spend any of it in their businesses.

Oh well - I feel better after venting. But, I may have to look for a replacement restaurant for this one.

The ramblings of the mind...

Hello all!

Welcome to the ramblings of my mind. Scary!

For the most part I'm quite opinionated and have learned to share my opinions. I may 'go off' on good - or bad - customer service; or just ramble about a product, TV show or toy I happen to be occupied with at the moment.

I invite you to comment and add your own ramblings!

Best,
Jenny