My first thought as I woke up this morning was “Thank goodness it’s Friday!” It’s been a great week but I’m ready for the weekend. My second thought was about how cold it was. I turned the light on and could see my breath in the air. Now this never happens as I have the central heating set to come on about an hour before my alarm. I went down stairs and as my foot touched the floor, there was an intense feeling of burning in my toes.
Have you ever been that cold that you get a burning sensation? Well that was what I had as my foot plunged into an icy pool of water… My kitchen and hallway had flooded and there was water everywhere!
Under any other circumstance, it would have put me in a foul mood just thinking about the clean-up and the cost of fixing whatever it was that went wrong, but I just shrugged, there was nothing I could do about it now so I started mopping. The floors were clean and pretty much dry within about 15 minutes of mopping. I looked at the boiler there were all sorts of flashing lights and an error message, under the sink the water was dripping into a newly forming pool. You get the idea.
So the scene is set, rubbish morning with an exploding boiler and a leaky pipe.
I’ve been lucky, never needed to call out a plumber before now.
- Who do you pick?
- Who’s best?
- How much will it cost?
Phone out, tapped the app and updated my status. My Facebook post this morning read “HELP! My boiler has gone kaput, there’s a leaky pipe and I need a plumber! Can anyone recommend someone they’ve used before?”
Within about 10 minutes, 3 or 4 of my friends had commented with names “tagged” in the comments. 5 minutes later my phone rang,
“Mike, Hi, my name is Alan I’m a plumber and I was asked by your friend Denise to give you a call about your boiler. I’m happy to pop round and have a look. I only live round the corner.”
WOW! Impressive! 10 minutes later he was in the kitchen, he’d reset the boiler, fixed the crack in the pipe under the sink and all it cost me was a cup of tea!
Customer service & personal reputation was key here and Alan, who’s had his own business for the last 22 years knows how great service can impact your reputation.
If I get asked to recommend a plumber in the future who will it be?
Moral of the story, focus on your customers, new and existing. Build your brand in a positive way by giving a little and you’ll gain a lot. If you work in a customer facing role, the way you service your customers or clients will impact your reputation. It’s always easier to build on a positive experience than it is to recover from a negative one.
Here at Fuel Card Services we always strive to be the best that we can be, and then more……….
If you would like to join our team – find out more here.
Our Careers Blog is penned by Mike Bratby – Resourcing Manager