What Do You Instill When You Install Your Service?

It Should Be Confidence In Your Service

The Importance of Ease of Execution in Business

When was the last time you looked into your ease of execution? I’m talking about how easy it is for you to deliver your products and services to your customers and how easy it is for them to get them from you — which also includes ease of delivery.

A Real-Life Example: Carpet Installation Gone Wrong

After 27 years, I finally broke down to get some new carpet for my family room/exercise area/office area. Although I had never bought any products from this company before, they were an exceptionally well-known and well-established brand-name carpet and flooring company.

Setting Expectations: Employees vs. Subcontractors

I specifically asked if they would only send installers who were their employees, as opposed to
subcontractors. This was because we had a bad experience with another flooring company about three years ago. This company assured me they would send their own employees, although it would probably take a little longer to schedule them.

Delivery Delays and Mismanagement: Day One

The two installers showed up ½ an hour late on the first day. Keep in mind that all they were doing was one room and a flight of stairs. After about two hours, they left saying they were going to get the carpet. Their store was about an hour away round-trip from our home. Why they didn’t bring the carpet with them in one of the two vans they parked in our driveway, I’ll never know.

Poor Communication and Inefficiency: Day Two

The next day, the same two installers showed up on time. I asked them if they even had enough carpeting to do the stairs. They said yes, they had picked it up that morning from the store. Apparently, they were never going to get the job done in one day, since they didn’t even have all the carpeting with them when they initially arrived at our home.

The Customer Experience Matters

Before I could even get downstairs, they had moved my treadmill and elliptical machine back into the room. Unfortunately, I’d measured where they went so that I could line up everything else in the room. That meant everything had to be removed, measured, and moved back.

Key Takeaway: Instilling Value and Peace of Mind

The point of the story — besides allowing me the opportunity to get paid for venting — is to point out that when you install your service in a customer’s house, your goal should be to instill a sense of value and peace of mind in your customer, so that he or she feels like they got his or her money’s worth.

Credibility comes from results. Everything else is just marketing. – Richie Norton

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(This excerpt is taken from the seminar video 12 Easy Ways to Improve Any Business.) I encourage you to watch this video at RomeoNetwork Online Learning.