August 1, 2017

How do you define: “Service so good?”

Three men standing next to each other smiling in a basement
Mr. John Courtney, a satisfied customer – with W.E. Brown technicians Dale Worrell and John Geer

At W.E. Brown—It’s About Customer Satisfaction.

Let me explain the subtle difference. We’ve been in business for 95 years, and it would be easy for us to say: “Great customer service is important to us, and that’s why we’ve been around for nine-and-half decades.” But what defines customer service—in 2017?

During a recent W.E. Brown focus group, one of our participants stated that—among other things which we’ll blog about later—excellent service means: “Service so good you’re willing to mention it to another person.” We’ve expanded on that sentiment to identify customer benefits like satisfaction, comfort, and happiness. And although service is a critical goal, we pursue the idea of satisfaction because of its emotional advantages.

We listen to our customer’s concerns and take immediate action to remedy; our technicians are courteous, keep their work area (in your home) clean, and have a legacy here in Charlottesville; and we integrate the latest cutting-edge technology with each job we perform.

We are consistently rated 4.9 out of 5 stars, based on 487 customer reviews in the central Virginia area, and we are always striving to get that extra .1 star. If you’ve had a good experience with W.E. Brown, please take a moment to review us on Google, and thanks!

Why does this matter to us?

According to a 2016 survey on HVAC/Electrical/Plumbing services, conducted by Dimensional Research:

  • 42% of customers stayed with a company after a good experience, 66% respectively stopped using a company after a bad experience.
  • 95% who had a bad experience said they told someone about it.
  • 87% who had a good experience said they told someone about it.

Bad experiences were more likely to be shared across social media, than good.

We always welcome comments, complaints, and especially compliments. Satisfaction means a lot to us. We’ll do what it takes to make things right. Because, well, we want you to experience “service so good” that you refer us to your family and friends.

Creating a more efficient world at home,
Willie

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