Exceeding Customer Expectations! D.S Plumbing Wowed Me!
One day back from our east coast holiday and a portion of our kitchen ceiling was bulging and leaking. I placed a bucket under the bubble and drilled a hole to release the trapped water. My wife, in the meantime, was looking for a plumber. She had cut out a plumbing advertisement out of the local community newspaper and was rummaging through our phone desk in search of it. Once located, she made the call to D.S Plumbing, Ottawa, Ontario. She explained our situation to the receptionist who promised a service call within the hour. Approximately thirty minutes later Dave arrived to assess the problem.
Not only did the company promise a quick response they immediately emailed the technician’s name, company work history, certified training information, and marital status. In short, we knew about Dave before he knocked on our front door. I have never had a service provider offer such detailed information about an employee. Wow!
Dave, after exchanging pleasantries and hearing our story, began assessing our plumbing problem. He was clean cut, polite, and smiled often. Dave would explain each suspicion and its solution. After much time it was decided that the only culprit was the valve on my upstairs bathroom toilet. Dave had no choice but to cut a sizable hole in the kitchen ceiling to trace the source of the leak. He even looked in the attic to eliminate any problems with the new roof we recently had installed. Admittedly, the toilet was 16 years old and was not always operating properly so the valve was no real surprise. Dave then got to work to replace the leaky valve. It was time to see the true cost of his visit. I was holding my breath the whole time.
He pulled out a price book to illustrate the cost of the work to follow. D.S Plumbing charges by the job, not by the hour. Common work scenarios were listed and priced. I did not like what the cost was going to be, but the leak had to be dealt with. Dave proceeded to replace the suspect valve without rushing the job. It was to be done only once!
During the entire process Dave kept any mess to a minimum by using boot covers, drop cloths, and wearing a work coverall over his company shirt and pants. He swept up at every opportunity. I was very pleased with his respect for our home. Four hours later we signed off on the work order and paid Dave what was owed. It killed me to dole out money right after a holiday. Ouch! Still, he wowed me with his professionalism and desire to solve our problem.
As he left, Dave thanked us for using his company and hoped, Heaven forbid, that if the need arose in the future, we would call D.S Plumbing. We assured him we would. A couple of days later we received a letter from the office manager of D.S Plumbing thanking us, again, for using their service. The letter also outlined other services they offered and even promised a 15% discount on our next service call. Wow! Wow! Wow!
This is how customer expectations are met and even exceeded! Hats off to D.S Plumbing!
Not only did the company promise a quick response they immediately emailed the technician’s name, company work history, certified training information, and marital status. In short, we knew about Dave before he knocked on our front door. I have never had a service provider offer such detailed information about an employee. Wow!
Dave, after exchanging pleasantries and hearing our story, began assessing our plumbing problem. He was clean cut, polite, and smiled often. Dave would explain each suspicion and its solution. After much time it was decided that the only culprit was the valve on my upstairs bathroom toilet. Dave had no choice but to cut a sizable hole in the kitchen ceiling to trace the source of the leak. He even looked in the attic to eliminate any problems with the new roof we recently had installed. Admittedly, the toilet was 16 years old and was not always operating properly so the valve was no real surprise. Dave then got to work to replace the leaky valve. It was time to see the true cost of his visit. I was holding my breath the whole time.
He pulled out a price book to illustrate the cost of the work to follow. D.S Plumbing charges by the job, not by the hour. Common work scenarios were listed and priced. I did not like what the cost was going to be, but the leak had to be dealt with. Dave proceeded to replace the suspect valve without rushing the job. It was to be done only once!
During the entire process Dave kept any mess to a minimum by using boot covers, drop cloths, and wearing a work coverall over his company shirt and pants. He swept up at every opportunity. I was very pleased with his respect for our home. Four hours later we signed off on the work order and paid Dave what was owed. It killed me to dole out money right after a holiday. Ouch! Still, he wowed me with his professionalism and desire to solve our problem.
As he left, Dave thanked us for using his company and hoped, Heaven forbid, that if the need arose in the future, we would call D.S Plumbing. We assured him we would. A couple of days later we received a letter from the office manager of D.S Plumbing thanking us, again, for using their service. The letter also outlined other services they offered and even promised a 15% discount on our next service call. Wow! Wow! Wow!
This is how customer expectations are met and even exceeded! Hats off to D.S Plumbing!
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