We are not your average plumber. Yes, we do a great job at fixing all of your plumbing needs, that’s expected, but we are more than that.
At Benjamin Franklin, The Punctual Plumber customer service is more than just lip service. We offer 100% satisfaction guaranteed on all of our plumbing jobs and we stand behind our guarantee.
Recently, we had a customer that was unhappy with her experience. She submitted an e-mail and I followed up almost immediately with a phone call. We talked for about 15 minutes addressing her concerns and resolving them one at a time. I offered several times to send her payment back as I did not feel that she was 100% satisfied with her experience. I wanted her to know that we stand behind our guarantee and that it isn’t just lip service. I also wanted her to know that we preform background checks on each of our plumbers, they are criminal and drug free.
Following our conversation I received the following e-mail:
My email to you was rude and overreactive. I was venting under the assumption your company would be like many other company and my email would never even be read. My commits were idle, as I do not not even participate in social media. I respect you and your ability to handle a frustrated customer such as myself. Yesterday was a terrible day with my mom breaking her knee and changing our world drastically. Your company was my scape goat and I am truly sorry…… It was just a difficult check to write when nothing was even wrong – my own fault.
Lane was not pleased that I did not purchase a membership. I hope he does not feel it is because of something he did do or didn’t do.
The pool service company I speak of was a company my husband owned and I ran the business. Our clients were high end and needed a lot of hand holding. I retired from the business …. because running the business was so difficult. I had to deal with clients such as myself and they ran me off. Hats off to you. My husband soon after sold the business. Customer service is hard and does cause loss of sleep as you had mentioned.
Again, I apologize for my behavior and response. Live another day and learn another lesson.
I am so grateful to have met this courageous woman, although it came from a concern with our service, I had a chance to meet another great women in our valley and learn again what our customers have to deal with on a daily basis. It is a great reminder why my team works so hard to offer the best service I can for each and everyone of them. I also had the chance to share more about our company with her as we chatted.
I want everyone to know that we really listen to our customers and respond to their concerns. Our customer service representatives are available 24/7 live. We are available 24/7 because plumbing disasters can strike at any time. Plumbing does not only fail between the hours of 8 AM and 5 PM, we make ourselves and our services available to our customers 24/7/365.
In addition to our 100% guarantee we work hard to educate our customers. Our chandler plumbers are not going to just come into a home, fix the problem and leave. They are trained to assess the leak, break or clog first, then educate the homeowner on what the potential cause of the issue is. Following this they discuss treatment options and preform the work. Additionally we do our best to educate through our social media sites including Facebook, Twitter and even this Blog.
If you ever have a questions I want you to feel comfortable calling our office. We are happy to help, and remember if there is any delay in our plumbing services, it’s you we pay!