Customer Satisfaction: The Importance of Communication and Courtesy

This week I had to have an equipment service call to my house. Although the repair person was late, I was still satisfied with the service. Why?

The appointment was for 11:00. He called about 10:30 stating he was running late. He could be there by 12:30. Did I still want him to come out or did I want to reschedule?

Why was I satisfied? First, he called! I hate it when people just do not show up on time. Second, he called in advance! That told me that he knew what he was doing and that he cared. Third, he gave me options. He recognized that this might not work for me. Fourth, he was there by 12:30.

Finally, the repair portion of the service was great. He identified and fixed the problem. He identified and fixed a second problem that I did not know existed. (Once he pointed it out, it was obvious.) He also showed me a third item to monitor.

Things do not always go as planned. When that happens, two of the most important approaches to ensure customer satisfaction are simple communication and courtesy.