Creating a New Standard of Excellence Six Things You Can Do
Recognizing that the time had come to replace our hot water heater, my wife called our plumber to schedule an appointment. She placed the call at about 11 a.m. When the agent asked, Would you be available between one and three? Lori asked, Which day? The agent replied Today of course.
Hearing a strange noise coming from our furnace, another call was placed. Again, the appointment was made and the problem was solved the same day. (Are you surprised that the furnace and the plumbing company have the same ownership?)
Earlier this week my wife had a problem with her knee and after seeing our family doctor she was referred to a knee specialist – a specialist considered one of the best in Indianapolis. When she called for an appointment, I feared the worst. Instead, she had an appointment within 24 hours.
My guess is that as you read each of these short stories. You are surprised at the service we received. The fact is, this level of service should be the norm, but sadly isn’t. Our experience has lowered the expectations of most of us.
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