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Home » PlumbViews » A Customer Bill Of Rights By Dan Holohan




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You have the right to guaranteed performance. When we fix or install something, it's guaranteed to work as promised. Period.

(If you can't make this statement then you should give up your business and take a job working for someone who can.)

You also have the right to a fair price. And we'll give you that price before starting any work. You'll know exactly where you stand.

(This is, of course, for flat-rate contractors. If you're a T&M shop, explain how you charge for parts of an hour and only for the materials that you absolutely need to get the job done.)

You have the right to feel safe and secure in your own home. Our employees are drug-free. We've researched their backgrounds and we know them like we know our own family members. They're educated and they're certified. They're not going to mess up your property, or walk across your rug with muddy shoes, or sit on your furniture, or any of that. In short, we're not going to send you a knucklehead.

(This will get the potential client thinking about the folks who work for the other guy. Are they taking drugs? Dopey? Careless?)

You have the right to courteous service. Because we will never send you a knucklehead, you can be sure that the people we do send you will be polite and treat you with the same respect and courtesy they would a member of their own family. By treating people this way, we will remain in business for many years, and that means we'll be there to serve you in the future, whenever you need us.

(This needs to be said, because not only does it have an effect on your potential customer, it also speaks loudly to your own employees, as do all of the points you're making in the Bill of Rights. It cuts both ways.)

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