Transcript

I’m Courtney Greenway with Albany Electric & Albany Plumbing, and today I want to talk a little bit about the importance of customer service.  I think sometimes in our industry and the service industry we’re focused on getting in and taking care of the problem and getting out.  From beginning to end, when you call us to the end of the service call, we’re just doing these small things to try to make sure that you’re satisfied and you’re happy.  So when you place that call you’re going to get a live person when you call our business.  You’re not going to get a recording.  I think that’s important in most businesses.  You know, people don’t want to talk to a recording, they want to talk to a real person, so you’re going to get that.  

And we’re also going to answer the phone by saying thank you for choosing Albany Electric & Albany Plumbing, because the reality is there are other options out there and they chose to call us and so we appreciate that.  Next, you will be contacted by one of our electricians or plumbers, depending on your problem, and they’ll do that within an hour.  If you’ve provided us with an email address then we will also send you email confirmation.  In today’s times I think it’s really important to keep your customers informed, so whenever we send out that email confirmation you’re going to have a picture of our technician, a picture of their truck.  

All of our trucks are logoed so you’re not going to have someone pulling up to your business in an unmarked vehicle.  You’re going to know who they’re with and they’re all in uniform.  All of our vans are well-stocked so we try to avoid having to leave the customer for any reason.  We want to handle the problem and the situation while we’re there, so we have all the tools and parts that we may need.  If for some reason we do have to leave to run to a supply house, we like to keep our customer informed so we’re going to stop and tell you hey, we’ve got to run and grab this part but we’ll be back.  So you’re not left wondering well, was he finished with the job, is he coming back, I’m not sure.  It’s very important to keep your customers informed.  

So when we are done finished with the work and we complete the job, we’re also going to thank you for your business.  I think that’s really important.  You get the job done, you do a good job, but always thank the customer.  And hopefully, if they were satisfied, they’re going to refer you to others.  And that’s the best form of advertisement is that customer referral.  So that’s why I think that it’s really important to focus on not only taking care of the problem and fixing the problem, but it’s equally important to pay attention to the customer and make sure that you have a satisfied customer.

For more information, you can call Albany Electric or Albany Plumbing at 229‑432‑7345.