As a business we have always made showing courtesy and respect to residents our number one priority when we go out to site.
I have said many times before, and we instil into our engineers, that we are going into someone’s home, not just a house. So, when this piece of feedback from a resident in Kent landed on my desk this week I was delighted, it said it all:
“The engineer called prior to the appointment to clarify the address. He was very polite on the phone and in person. On arrival he showed me his ID badge.
He was 100% courteous and offered to remove his shoes if needed. He kept all mess to a minimum and cleared up completely afterwards, disposing of the rubbish. He gave me a full explanation of what he had done and took the time to answer my questions.
It was really nice to welcome a well-mannered engineer into my home. He was friendly, knowledgeable and in my 21 years of living in this property was the nicest, most courteous engineer I have ever had visit”.
These kinds of comments give us all a boost, they tell us that what we are trying to achieve is indeed what our customers want, and they give us renewed energy to keep improving even further. Great customer service is critical to support the range of services we offer.
We spend a lot of time analysing what are customers say, and as always, we are happy to share that information if it will be helpful to anybody in the same field. www.milamaintenance.co.uk