Adventures in Customer Service - Crown Plumbing

Friday, June 4, 2010
You know, I thought I was turning a corner on this whole "poor customer service" thing. The fabulous Abba Floors and Junz were restoring my faith, and I was prepared to go about the business of keeping my house in good repair with a smile on my face and song in my heart.

Yeah. Silly rabbit.

We have a plumber that we use - Crown Plumbing. We've used them several times over the last several years, and been satisfied with the results. In fact, I've spent over $1,300.00 with them just in the last month, thanks to the water heater giving up the ghost and a leaky toilet. So when I called them to come and look at the downstairs toilet, which is apparently running a marathon, I expected to have the issue resolved by today at the latest.

Yeah. Silly rabbit.

Do you think I could get them to actually CALL ME BACK? No. No, I couldn't. In fact, I called them a SECOND TIME and left a message expressing my disappointment with their lack of responsiveness. I explained that after spending so much money with Crown Plumbing in the last month, it kind of sucked that their behavior indicated a level of unresponsiveness that implied they really didn’t care much about establishing relationships with repeat customers.

They STILL didn't call me back.

It must be nice to have a business that's so all-fired successful that you can afford to blow off repeat customers when they call to engage your services and are willing to pay you for the same. I know a number of small business owners*, and none of them feel that way about their business.

I've written my normal consumer complaint letter, but considering they can't even be bothered to return a call for a revenue generating opportunity, I doubt they'll give a shit about a letter explaining why we'll no longer patronize their company. Instead I'll be giving my money to our Handyman Service, Incepector Handyman. Because not only do they do good work, they actually RETURN MY CALLS.

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*One such business, The Underground Sprinkler Corps, has been maintaining our sprinkler system for the entire time we've lived here. In fact, the owner just left after replacing a defective sprinkler head. He and his family have always been professional, responsive, fair, and done good work. Which is why they get our business, year after year, in addition to my permission to dig up some of my yellow irises.

8 comments:

Nathan said...

Jeez,

Our plumber loves it when we call. I'm pretty sure he's got us on speed dial to return calls. :D

Janiece said...

Nathan, I know! I totally don't get it.

But this isn't the fist time I had to call them more than once - it seems like if I get a live human, it's all good, but they're constitutionally unable to return voice mail messages.

Unbelievable.

Warner (aka ntsc) said...

My plumber returns calls, shows up when he says he will, but forgets to sent the bill out.

nzforme said...

I realize this is no excuse, but I was just dealing with someone who, when I called, told me I could leave a voice mail message but also took my name and number, because their voice mail system was malfunctioning.

Of course, GOOD customer service recognizes that the voice mail is broken and has a live human being answering the phone when that happens. But there is an off-chance that you're the victim of technical difficulties your plumber isn't aware it is experiencing.

Janiece said...

nzforme, you may be right, and I'd be inclined to give the benefit of the doubt if this had been the first time.

If they respond to my letter, then I might be inclined to give them another chance. If they blow that off, too, then, "good riddance to bad customer service."

WendyB_09 said...

I refer to it simply as customer no service. Industry does not matter.

Now, today on the other hand, sent an email to a judge's assistant, who, while unable to answer my question and protesting she wasn't any help, said I should call the Clerk of Court for the county. Thanked her and told her not to sell herself short, she'd given me the exact contact information I needed.

Then I call the Clerk's office. A real person answers the phone, apologizes when the new court calendar isn't posted yet, and assures me we'll get a notice by mail as soon as the schedule is set. I thanked her profusely.

Nice refreshing change from all the decision tree no service you get with the massive city & metro county court systems. Although one of the Marshall's services is so far behind serving summons (layoffs & mandatory furlough days) they're pretty apologetic whenever I call to see if our papers have been served. At least I know where we are on their list!

99Colorado said...

This post struck a chord with me. I often am dismayed by how little people acknowledge that customers have a choice and as a business owner I work very hard to reinforce the right attitudes and behaviors. It is disapointing though that even my own employees sometimes get it wrong and that is the worst! On a happier note, I also have been doing business with Underground Sprinkler Corps. for years - love those guys - Excellent customer service!

Janiece said...

Welcome, 99Colorado.

It's nice to hear that I'm not the only one who cares about customer service. I try to give people (and businesses) the benefit of the doubt, but I'm finding the older I get, the less patience I have with nonsense.