This is a story from a decade ago that has always stuck with me. It speaks to the cost of a lost customer, and to the importance of that first impression in customer service.
My wife and I had been looking at building a new house, and were looking at investing somewhere in the neighborhood of $30,000 – $60,000 in a solar installation on our roof. After doing some online research, I found the names of a couple of companies and sent them off an email to start a conversation. Two days later I received an email response with fewer than 3 words on it.
This may be the greatest company in the world, but they will never have the chance to show us how good they are. One person’s unwillingness to use simple, basic email etiquette and decorum – adding an extra 90 seconds to his workday as he composed his thoughts- has cost them a customer. Who says there’s no payoff to improving customer service?
Here is a transcript of the two emails:
We are planning to build a new house in 2012. The goal is to make it as energy efficient as possible. The back roof is unobstructed, and would be dedicated to solar. Not interested in Micro-fit, and I don’t think we quite want to go off-grid, but am hoping to be able to create a system that will offset a large portion of our electrical usage, and will serve us if need be during power failures, etc. I don’t really understand the process well, but I’m envisioning a panel-battery system that draws off the grid whenever necessary. Is this something you can help us with? I’m out of town on Monday, but if someone could call me later in the week that would be great – 613-836-3559
PLS contact me,
Renewable Energy Consultant
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