JULY 2013
In this issue: 1 2 3 4 5 6
Best Service American Red Cross Disaster Relief Words of Wisdom Awards/New Franchise Give More Attention 44th National Convention, Save the Date 7 Top 10, Personal Best, Chart Toppers 9 Kudos 10 Advertising Resource Guide
SUN
THE
SERVPRO® of Southern New England and New York
BEST SERVICE By Robert Willis
The BEST SERVICE is the market and service mix, which allows your business to attain growth and profit objectives based on customers being served in the marketplace, your SERVPRO® Franchise. Good customer service is all about bringing customers back. It is about living up to expectations and sending customers away satisfied and happy enough to pass positive feedback about your business along to others, who may then try SERVPRO for themselves and in turn become repeat customers. There are many vendors available; never take a customer - national or local - for granted.
During a recent ASD class, Michelle Broggy, our software trainer learned additional skills using the ROVER to extract water from glue down carpet. Fellow class attendee Doug Glassman, Servpro of New Bedford North/Middleborough, issued Michelle the warning to
If you are a good salesperson, you can sell anything to anyone once. It is your approach to customer service, which will determine whether that customer will use your services again, however. The essence of good customer service is forming a relationship, performing to and exceeding expectations, and maintaining customer satisfaction. There are many astute one-line suggestions for how a business can focus on improving customer service; these are a few of them: Answer your phone; and ensure your answering service is capable and competent. Return calls as soon as possible. Customers do not wait when there is water on their floor. Please review the SERVPRO NAPA Agreement with your staff. • Do not over promise or under deliver. We have all heard this before, but there is a reason it is said so often: It is good advice! • Listen to your customers, and solve the problems and complaints. The customer is usually right, and when they are not, you still Continued on next page