When a Broadway show is being previewed, the director and actors – and everyone connected with the production – learn how to work out the kinks. They learn when audiences laugh or cry. Similarly, stand-up comedians change their punchlines based on audience reaction.
It’s the same with Northeastern Masonry & Chimney. No, we’re not doing comedy or Broadway musicals, but we are interested in improving our work products and services.
And that’s where our customers come in.
It’s not an idle request.
We really do want to hear from you. The good and the bad. And the in-between.
Many companies say that, but we’re serious. So let’s review how reviews work.
You call us for service. Then we deliver it. Or perhaps we don’t.
In any case we want to hear about it.
Can a customer be “wrong”?
That sort of misses the point. It’s not really a question of right or wrong. It’s a matter of the customer’s perspective, and your feedback is invaluable.
So that means we want to hear from you: whether you are satisfied or outraged; whether we were early, or late, or on time; treated you courteously or not; whether we diagnosed or misdiagnosed your problem; or if we fixed your chimney problem or made it worse. We want to know if everything was perfect or a few things were imperfect.
We want to know if you received good value for your dollar.
We’ll take the good news with the bad, or the bad with the good – and everything in between. We’ll put on our thick skin and our listening ears.
How does all this help future customers?
Good customer feedback allows Northeastern Masonry & Chimney to improve practices and procedures so the next customer benefits. Let us offer a simple hypothetical example. Suppose we got to your house on a Tuesday, but it was supposed to be a Wednesday? Your feedback would force us to examine our scheduling protocols. Maybe you the customer actually said “Tuesday,” but meant “Wednesday.” No matter. Your feedback would be critical in helping us figure out a better communication system. Thus, a simple advance call to confirm time and date might have prevented a mix-up. Our feelings aren’t hurt. We also want to reward and recognize our technicians when they perform service that is above and beyond what was expected from you, the customer.
The point is, your perspective is not the same as ours. And, after all, your perspective is what’s overwhelmingly important here.
There are other benefits to our receiving your customer reviews. If you have information concerning a particular product, we can pass that on to the supplier so that they too can learn important information about their product.
Finally, as you know, Northeastern Masonry & Chimney employs CSIA-certified professionals. As certified professionals, we are pleased to pass along the experience and views of our customers when it can improve health or safety or improve practices for our industry.
Help us improve upon our 35 years of experience in the Capital District, Central or Northern New York, the Hudson Valley or western Massachusetts. Tell us about your experience with our service by reviewing us via one of the online entities that specializes in this.
Just click on the Google+, Merchant Circle, Kudzu, or Yelp icons on our review page. We will be indebted to you for your honesty.