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A guy handed me his card at a parts counter in Toledo and it fixed my whole approach to callbacks
I was at a supply house on Lagrange Street in Toledo picking up a drain pump about two months ago and the guy ahead of me in line heard me complain about a callback on a washer I had just done. He handed me his card and said he texts every customer a photo of the old part before he leaves, no exceptions. I thought it was overkill at first, but I tried it and my callback rate dropped by half in six weeks. Now I am stuck on the fence about whether this is just good business or whether it makes customers think we are hiding something. Do you send proof photos, or is that opening a door we do not want to walk through?
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gavin_kim324d ago
What did the customer actually say when you sent it, though? That's the part that matters. I tried something like this on water heaters last year, just a quick shot of the old anode rod next to the new one, and the reaction was not what I expected. Most folks replied with a thumbs up or "thanks for the heads up" and a couple even asked if that meant the old one was still good to keep as a spare. That told me they weren't thinking we were hiding anything, they were thinking we bothered to show our work. A guy who is trying to pull one over on you does not hand you evidence. The photo thing only backfires if you send it after the fact, or if the pics are blurry and you can't tell what you're looking at. Send it while you're still there, before you pack up, and it reads as pride in the job, not a cover up.
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