Celebrating my friend’s birthday, I sent him a gift basket which was advertised online to be filled with candy bars/bags. I was excited to have found a gift which would be perfectly suited for him… unfortunately, I was also skeptical because I had never used this particular company before. Because I grew up in the computer age, I immediately went to Google and did a little recon!
Everything looked good – Angie’s List, Better Business Bureau, Facebook reviews; they all checked out. So I bit the bullet and placed my order. Confirmation emails were sent for my order, the charge to my debit card, and then even after delivery to ensure I knew their product had arrived on time as agreed upon.
BUT little did they knew, I had already been sent a picture of said product. And I was already quite upset with their company. When the gift basket arrived, my friend – none the wiser – sent me a picture with a note of gratitude for thinking of him. What I ordered and what arrived were not exactly matches.
If you remember, I ordered a basket of candy – and had included a note about celebrating his birthday in a “sweet”way. (Yeah, yeah. What can I say? I enjoy cheesy puns!) What arrived in its place was a basket of snacks including Pringles, Doritos and Oreos. Don’t get me wrong; all of those are absolutely delicious… BUT also not what I paid money for.
I emailed the company with pictures of my order and what showed up. I wrote them a concise message clearly showing my disappointment. Now, don’t read into that thinking I became a crazy woman – there was no ranting involved! Working in customer service positions for 10+ years has taught me a hundred times over that being cruel will get you nowhere in life!
Within two hours, I had a reply in my inbox expressing their concern and apologies. Without so much as a prompt for reimbursement, they had already issued a percentage of my cost back to my card and reshipped the correct order.
That was all it took. A simple act of old-fashioned customer service reassured me that maybe I did pick the best company to meet my standards because I had in fact chosen a company which took pride in their services and cared about their customer’s satisfaction.
Sometimes, it isn’t about how a company handles themselves when things go right. Sometimes, it comes down to how they handle it when things go wrong. How quickly do they act? How do they offer to make it right? And do you leave the situation feeling better than before?
This stands true for services you’ve used in the past – and even ones you may need in the future! Do you have a company who you can put your trust in 100%?
Maybe you already know about some of the work we perform regularly, but did you know we have multiple divisions? Between our construction, mold and pest control divisions, we take pride in being a “one stop shop” for homeowners.
And of course, the service we take the most pride in at TermiGuard Services and Fenwick … CUSTOMER SERVICE! For a pleasant experience with a company you can trust, contact us today for help with any of your home’s concerns or projects.
Kelly has been with TermiGuard Services since 2012. She shares the company's passion for helping homeowners achieve all of their goals when it comes to pest control, home renovations, and mold/water remediation services. She spends a lot of time contributing to TermiGuard's pest control division; if you call to find out more about one of our programs, you'll most likely speak directly with her!