The recent ‘Don’t Get Done Get Dom’ has highlighted the importance of making a constant good impression, especially if you’re a national company.
The programme featured Anglian Home Improvements and a dispute with a customer who was withholding money due to a job which in their opinion wasn’t complete. There was some slight damage to a fridge and other household items, plus some damage which had been poorly made good by the fitters. The dispute had been going on for over two years, which wold have been resolved if Anglian had just got their customer services right.
The issue certainly was not the crime of the century, but it was enough to get them to appear on the BBC. The whole issue of good customer services is highlighted by this, especially if you’re a big company. We live in an age where people are quick to complain and expect the earth, therefore all of us how to do our best to make sure we live up to that expectation…unfortunately.
I don’t think Anglian came off to bad in the programme, but still, I’m sure the company would have preferred to be on the BBC for more positive reasons.
Here are the 3 rules of success when it comes to business:
- Take care of the customer
- Take care of the customer
- Take care of the customer
Simple stuff, but you’d be surprised how often these rules aren’t always applied.
It does amaze me sometimes, we as a company do not really get any complaints, we may get called back for the odd dropped door or other minor problems and it does not cost us the earth to put things right just a bit of time. I would rather loose a few quid and a bit of time rather than have the company put down by a small problem, the best advertising is recommendations. Surely for a large national company it would be easier for them to carry out the repairs or maybe a bit of compo than have their… Read more »