Focus on the Customer

8/22/2014 (Permalink)

Our Amazing Crew!

Focus on the Customer

Our third core value is focus on the customer. Every business should focus on the customer and that sounds like Business 101, but at SERVPRO of Tigard/Tualatin & SERVPRO of Beaverton we mean it. Walt, one of our owners loved to remind us that when people call us they are at some very low points personally. Their home or business has been wrecked by water, fire, mold or many other disasters. Even a job that might seem small in our eyes is disrupting their lives and causing confusion and distress to them and their families or companies. Walt would often tell us “To treat our customers like you would treat your grandma”; that we needed “to wrap her in a blanket and hold her hand during this difficult time.”

                This is something every single team member at SERVPRO of Tigard lives out every day when they are with customers at work and when they are home helping in their communities. We keep in mind that many people have not had a loss of this sort before and they will need to have us there with them to walk through the process and help them see the finish line when things get confusing, frustrating and emotional.

                At SERVPRO of Tigard we think that a huge part of being there for our customer is who answers our phones. Many company’s forward phones to an answering service after office hours meaning that as a customer you would be speaking to someone who does not know your job and is most likely not even familiar with a typical water or fire loss. We at SERVPRO of Tigard do not use an answering service but instead forward our 6 lines to one of our managers when it is outside of office hours. Most often our owner takes the phones at night so when you call with a question there will always be a trained team member helping you. There are still times when we will not know the answer to your specific question but we will know who we need to speak to in order to help.

                In addition to being cared for by a well-trained team of people we also email out daily updates about the status of the loss in order to help you understand what the status of your home or office is and when our noisy equipment will be out. We all know there is nothing more frustrating than not knowing what is going on and not knowing who to speak to about issues or call with questions. On the first day of a loss we at SERVPRO of Tigard will also provide a customer packet with all of our contact information as well as the contact information for the technician on your job. It also has your insurance information to help you keep all your necessary details for your claim handy and in one place.

                We know that when you have a disaster in your home or business everything seems to be thrown of balance and everyday acts like making your children’s lunches or keeping your pets safe and comfortable in the home seem more difficult. That is why we strive to take exceptional care of our customers during those difficult times to lessen the impact and stress of those we are serving.