It’s important to note that we are all human and nobody is perfect. It’s also important to note that when a service provider screws up, they take ownership and fix the problem. I want to share the story of how this happened to us recently.
We had a client who chose us to design and install an IP camera system in their Indianapolis home. I hate to admit it, but we screwed up at every turn. Scheduling was a mess, the design didn’t take into account some critical factors, we were busy so we sent contractors instead of our usual policy of using only employees for installations. Communications between our people and the client were terrible. We had screwed the pooch so to speak at each step of our own process.
The client called in asked to speak with a manager, and he got me, the owner. That’s benefit number one of having a company that is managed laterally instead of through a hierarchy of Vice Presidents. You want the owner, you get the owner. I spoke to the client for about half an hour. It’s hard to hear how the people who work with you have let someone down. It does happen though, no amount of preparedness or company culture will stop things from occasionally going completely sideways. Still, I listened to his concerns, all of which were valid and I set about talking to the team that worked on his project. Sure enough, everyone understood. It was painfully obvious where we had tried to bypass our proven process to expedite the job.
I called the client back and explained what went wrong and told him that I would manage the project myself with two of our best employee technicians and we would work around his schedule if he was willing to give us one more chance. Thankfully, he agreed, and I am as grateful as he is now. We went back and did the job right. Duston and Kevan (we like hiring people whose parents can’t spell) listened to his concerns and responded in kind with the result being an excellent top tier camera system. There are businesses that don’t have security cameras this good and properly set up.
I noticed that this client recently commented on one of our Google+ posts. As the owner I wish he had posted an actual review, but I will certainly not look a gift horse in the mouth, this is a testament to a screw up well recovered. Here is what he had to say:
Hoosier Security – Google+
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0ReplyWe just had them install 6 cameras around our house. They are very professional and knowledgeable about this business. We shopped around and decided to use Hoosier Security. The scheduled day of installation, they sent some sub contractors to do initial wire work. It did not go well. Apparently, there was some communication hiccups and nothing got done. So i called to complain and they were as frustrared as i was. So, they went the extra mile to make things right with us and we gave them another shot. They came through excellently! They sent THIER installers and they worked hard and did a fantastic job. They made sure to install where we wanted and gave us suggestions on a couple of the placements. I am glad i listened and heeded their advise. They clearly know what they are doing. They made sure we understood how to use the dvr and assured that they will always be available to answer any questions that may come up. They have the BEST warranty in the business. I strongly recommend them for any security need. They are the BEST in the business. The owner himself is actively involved and is available to talk to customers as well. I like that! I will always recommend them to others because of the commitment and high standards that they expect from their employees.
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