Matthew Petro

Coffee is my energy drink of choice.

The awesome customer service rolls on!

Last week, the Petro household ran out of our fantastic carpet cleaner. You’re probably thinking, “You guys don’t have kids, why do you need carpet cleaner?” Well, we have cats. Two of them. They’re great cats, but they tend to hack up hairballs at interesting locations which are almost always carpeted.

In order to combat the hairball puke, we have carpet cleaner which we got from A-1 Carpet Service, the most awesome carpet and upholstery cleaning service in the Valley. Whenever they come to clean our carpets, they leave us with some cleaner solution. Unfortunately, we ran out and we don’t have plans for them to come out anytime soon, so I headed over to their office after work on Thursday.

I arrived a little after 5:00pm, which turns out to be when they close up and go home. Luckily, one of the office ladies was standing outside. I told her that I just needed to get some more cleaner. Despite it being past the end of her day, she gladly let me into the office and sold me a full gallon of cleaner.

Not only does A-1 do a fantastic job cleaning carpets, even their office employees really go out of their way to make customers happy. This kind of customer service doesn’t happen by accident. It happens when a leader creates a great organization in which all employees care about the success of the company and feel that their contribution really matters. Even if it means staying a few extra minutes to help out a late customer.

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Filed under: Customer Service

More customer service done awesomely

Apparently I’m on a crusade to highlight good customer service. I didn’t really intend to set out on such an adventure, but I recently was on the receiving end of more awesome customer service, so I had to let it be known.

Larry is our landscaper guy. He was recommended to us by our neighbors and he’s been great. He runs his own one-man operation, so he’s busier than a one-legged guy at…you get the point. Anyway, he recently came over to trim and clean up plants in our front yard. Not only did he charge a reasonable price, he came when he said he would, did a great job trimming the plants and cleaned up so well, our yard looked better than before his visit.

To top off the awesomeness, he called up in the evening to ask if I was satisfied with the job he’d done. He didn’t need to do that…I’d already paid him and I’m sure he knew he’d done a great job. But he did. Why? Because maintaining contact with customers, even happy ones, requires very little effort but goes a long way towards cementing customer loyalty. Obviously, Larry gets that.

Filed under: Customer Service, ,

Customer service done awesomely

Lately, it seems that atrocious customer service is becoming far more commonplace than it should. Tyler Hurst’s Alaska Air phone service debacle (blog post), Tonia M. Bartz’s encounter with new levels of douchebaggery at Biddulph Mazda (blog post and Yelp review) and the terrible start to Michael J. Barber’s vacation, thanks to customer disservice by US Airways (blog post) are all recent examples of customer service agents completely failing in their jobs.

I wanted to counter all of this with a post that highlights not only good customer service, but awesome customer service. The target of my anti-rant: Tony Sibley at Centennial Leasing & Sales. Centennial is an auto buying service and Tony is one of their sales agents. I’ve bought both of my family’s cars through him, as have my parents. I’ve recommended him to every single friend and relative who’s looking to buy a car, and I wouldn’t buy a car from anyone else.

Why am I so devoted to Tony and his skills? Awesome customer service, that’s why. Tony treats every single customer as he would like to be treated. He and his staff do everything they can to make something which most of us consider to be an unpleasant chore into a painless and easy event.

The brilliance with which Tony serves his customers is difficult if not impossible to capture in words, but the results speak for themselves. He’s built a career on providing awesome customer service.

No matter your profession or industry, follow Tony’s example and take care of customers the best you can. They’re the most important part of your job.

Filed under: Customer Service, Interesting Thoughts, , , , ,

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