Building lasting, trusting relationships
It seems every website and marketing brochure promises dedicated customer service. But do they really deliver? Crawford Mechanical Services knows you need more than promises – you need a sound plan to ensure you’ll get the results you need, especially in a crisis.
To ensure every customer gets our best effort, every time, we’ve developed our 4-Point Customer Service Commitment Plan.
Point #1: Plan for Success
- We hire the best technicians in the field, and then train them to deal with all company disciplines: design, installation, electronics, computers and proactive (predictive) maintenance.
- We assign one technician to all phases of an account. This is important because technicians are more likely to install equipment correctly when they know they will maintain it.
- We provide one accurate, upfront bid. There are no hidden costs.
- We do not believe in the first call and last look.
- We communicate, communicate and communicate. New contract accounts are introduced to their personal service technician and receive his cell phone number, as well as the manager’s cell phone number.
- We maintain a lean workforce of expert technicians who desire to make a career out of knowing your equipment, your site, and your needs 24 hrs a day!
- We minimize overhead and operating costs by empowering every technician with leadership responsibilities for their accounts. We have no need for “foremen” to micromanage our work crew.
- Our technicians are paid to take personal responsibility for their accounts. This is different from the industry standard who typically use a ticket time system that encourages technicians to value company profits over customer satisfaction.
Point #3: Build Trust through Results
- It is our customers who determine whether our business succeeds or fails. We take 100% ownership of our accounts at all times.
- We earn our clients’ trust by explaining every service we perform and its importance to your equipment’s performance.
- We are committed to reducing company bloat and passing that savings to you.
- We reject the notion of “standard service.” Every site and situation is unique and deserves our full attention.
Point #4: Convert Problems to Positive Solutions
- We want to know right away if there are problems or issues.
- We will meet our commitments, no matter what unexpected events occur.
- We are committed to total customer service at any cost, even if we lose money on a job.
