Friday, May 01, 2009

Overhead Door Company

Got a problem with a garage door? Maybe you're lucky enough to have Overhead Door in your town. In the past, the biggest problem I had with calling for help was figuring out who to call. Roto-Rooter solved that problem for me for plumbers. Overhead Door solved the same problem for my garage doors.

Much like Roto-Rooter, the person who answers the phone is nice, professional, empathetic and proficient in scheduling an appointment and getting a good description of the problem. The technician calls when he's on his way. He's professional, dressed well, congenial and knowledgeable. I turn him loose and he gets the job done and fixes the problem and also lubes up the door so that it's nice and quiet. It's amazing but simply offering quick service, nice and professional workers and doing the job right consistently is all it takes to set a company apart from its competition.

I asked the last Overhead Door tech how the company is managed, and much like the Roto-Rooter plumber, he told me that the company is selective in hiring and provides ample training to keep up with the technical and customer service sides of their jobs. Good to hear it.

Two Men and a Truck Movers

Phenomenal service at a great price.

I recently moved. Not wanting to break the backs of my family, I called Two Men and a Truck to get a quote. They stepped me through some questions to determine how much I had to move and quoted a price of around $80 to show up and $95/hour for a two man crew.

That was the best money I'd spent in a long time. Everyone was professional, congenial and happy to help. The two man crew showed up a few minutes early before 8 am and got to work. They took extra care not to damage furniture or walls and to pack the items so as to not be damaged in transit. The move was only a mile, so it didn't take long to get to the new address. They unloaded quickly and got everything into the right place and got some heavy pieces of furniture up the stairs like pros. They left the new house before 11 am with a very pleased customer.

As usual with well run companies, I received a call thanking me for my business and letting me know that I'd receive an anonymous feedback form in the mail and they'd much appreciate my feedback. Compare this to a painting company that wanted me to fill out the satisfaction survey while the guy stood right there.

Roto Rooter Update

Since my first post on Roto-Rooter, I've called them several more times. Once to fix some work done my previous plumber, another time to get stuff hooked up in my new house and another time to fix a leak.

I can report they have consistently provided me with professional and pleasant service from the time I called to the end. They followed up to make sure I was happy with the service and asked for feedback. I asked one of the plumbers how they hire and train the employees, and he let me know that they are selective on who they hire and make sure they know the expected standards for working with customers.

I've used Roto-Rooter's service as example in several presentations I've given on customer service and have heard positive feedback from the experiences of those I've presented to.