Earlier this week, I relayed a true story about how an electrical contractor, distributor, manufacturer’s rep and manufacturer, while replacing product, completely fumbled the ball and missed an opportunity to reinforce the value of Brand Name products and Customer service. Everything that could go wrong, did go wrong.
How customer service should work.
Here’s the story about some nasty looking drain flanges that looked like they had been eaten on by some sort of black algae and the building was only 1-1/2 years old.
On Wednesday, UPS showed up with the parts, the General Contractor and Plumbing contractor were phoned to set up a time…….On Friday of the same week, the Owner of the plumbing company showed up personally and replaced the corroded parts. On the way out, he made it a point to say that Delta faucets has a life time warranty on their finishes.WOW…what an impression.
So the positive take away from all this is over the last few months as ElectricalTrends has surveyed contractors and distributors we’ve witnessed in the responses and in this case seen first hand, the positive effects that really good customer service can have.
While it is true that man made products do wear out, and there are all sorts of warranties, what can make one brand superior over another starts with who represents them, sells their product and the company that installs them. The clincher is how they service the product to the customer.
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