John has a little extra zip in his step this morning. The shop is putting a new service guarantee plan he suggested into action. He heads in through the service door. Marilyn and Gayle both look up and smile at him. Gayle says, “That’s a pretty strong statement we are making! Are you guys going to deliver?” “You bet we are”, John promises.
By noon Marilyn and Gayle have taken six service orders from new customers who mentioned the guarantee and four return customers. Ed, the office manager is pleased. Most days they only have four calls by lunch time.
By mid afternoon John and his two team members make the first call on one of the new service orders. They call ahead to the home owner and arrive at the door with their neat overalls and smiles. After a few words about the problem, Ted is bending over the pipes under the sink and John and Gary are in the basement turning off the water supply.
The problem is a little worse than expected and a fair amount of dirt and spilled water is generated. Two hours after the arrived the home owner signs the credit cards slip and smiles and thanks them, again, for the spotless work site they are leaving behind.
The crew gets back to the office to be greeted by Marilyn. “I don’t know what you guys are doing, but you sure are doing it right! We’ve had two calls telling us about the great job and you delivering on the guarantee. I can listen to calls like that all afternoon!”
Ed the business manager has just gotten off the phone with Lisa, the owner of New Style Plumbing. Lisa has already heard comments about the guarantee. Three of the women in her networking group will be calling about improvements they have been putting off because of the expected mess. She is delighted!
Ed motions John over and turns to the rest of the group. “I thought it was a silly idea when John brought it up. I didn’t see it was much of a guarantee, but it didn’t cost much, so I agreed to give it a try. Well, John was right. ‘All smiles, no cracks, and no mess!’ That’s something the customers sure seem to like!” “Keep those ideas coming.”
Joyful work is not just a nice idea. It is the bedrock of your bottom line. Contact us to learn more.
