The answer is “YES”…What’s your Question?

by Dr. Ron Arndt

Real-Life Customer Service StoriesNine years ago I had NITELIGHTS of Cleveland install accent lighting around my home. It’s been a fantastic investment by adding to the beauty of the property and adding to safety in the evenings. Perhaps every three years I call them to order replacement bulbs and they respond by personally delivering to my home.

Recently we had a power surge from a nasty storm that “goobed” up the system and controls. After repeated failed attempts to fix the problem myself, I called Tim Hrouda, one of the owners, who took my call. I said to him: “Tim, I need your help.” His reply:

“Of course I can. The answer is YES. What do you need?”

Whoa…that is not what I typically hear when I call a company I’ve done business with AFTER an installation and require some follow-up service…particularly when the service was delivered nine years earlier!

He appeared at my doorstep in less than 24 hours and fixed my problem. And, he did it with the most positive attitude. As he was walking out the door, I asked him what the service fee would be. He looked at me with a huge smile on his face and replied: “No charge Dr. Ron. We appreciate kind and courteous clients like you. Hopefully you will tell your friends and family about our company.” Whoa again! A totally unexpected service experience and delivered with panache.

Tim and his company serve as example of service excellence and how to make the customer feel special.

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