Am I just getting old and grumpy or has exceptional customer service taken a bit of a hit these days? It appears to be the latter (although, I am getting old too). Recent studies from Arizona State University show that customer’s perceive customer service to be getting worse over time. Customer “problems” climbed from 32% in 1976 to 50% in 2013. And recent studies show that the numbers aren’t improving.
So as a service company, in a world where lots of companies market their “great customer service”, how do you truly know your customers are getting the service they deserve?
The Road Less Traveled
At GarageFloorCoating.com, we took the road less traveled. First, we implemented and obtained ISO 9001:2015 certification of our “quality management system”…or QMS for short. (And we’re formally audited each year to ensure we get to keep it). As far as we know, no other epoxy floor coatings company in the US has taken this step.
Second, as part of the QMS, we’re required to maintain ongoing metrics as to whether we are meeting (and exceeding) our customers’ needs. We do this by delivering surveys to our customers after completion of each job and by tracking their responses.
We’ve been doing this since 2013. To the questions “Would you recommend us to your friends?” and “Did we meet your expectations?”, we’ve received a “Very Good” or “Excellent” response 99% of the time!
We’re very proud of this.
Here’s But One Review
This is an example of the type of reviews we receive….and we get many like this:
“After doing a TON of research, I had narrowed it down to two companies. Ultimately it was the customer service of GarageFloorCoating.com that won me over. I worked with David [GFC Estimator] who had great communication throughout the entire process and was always happy to answer any of my questions (and there were a LOT)! He also made sure to come by after everything was completed to give it a final look over and make sure I was completely satisfied with the job.
Their product is high quality industrial grade and they are competitive on pricing. The crew was punctual, friendly and the work speaks for itself. The flooring is absolutely beautiful and just transforms the space. My garage is now my favorite room in the house. I have already recommended these guys to several friends and they will be my go-to for future projects.”
GarageFloorCoating.com’s mission is to provide exceptional customer service before, during and after epoxy coating installation. Because we want repeat customers, we aim to exceed their expectations and gain trust through exceptional performance by every member of the in-field and in-office teams. Don’t despair. Great customer service still exists out there.
Want a quote for an epoxy polyaspartic floor coating? Go to our website at www.garagefloorcoating.com or call us at 877-324-2628.
Image credit for header – https://www.prm-fl.com/our-business-in-the-service-business/
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