And The Walls Came Tumbling Down…

Here is more on the experience of the customer and the Fire.
I received an IM from my wife yesterday asking if I was ok? Why do you ask I replied? They didn’t call you?
No, Who? The restoration People?
The back wall of my Garage caved in.

Last week we got the go ahead to tear down the roof and start rebuilding, I was so pleased. I got the check from the insurance and passed it to the contractor The day before we started to demolish the garage.
My wife’s IM was just the start. I got home and found everything in my side yard, Grass torn up and a car on the lawn sheds and continence strewn all over. It looks worse now then the day after the fire!
The back wall was torn about half way down and the roof was gone. As they tried to calm me down they said we can rebuild with wood, or try to fix it but we need engineers to help out (more money to be spent) and determine the best possible route. Well al new brick would cost $9,000 plus Labor the wood and labor 19,000 Just what they gave me!
I have a Brick Mason in the family! He is out of work right now and is going over the situation.
I am finding out I am not the best of customers I really get upset when things go wrong and insist that it works out for everyone when it works.
Now I have to remember that when my customers call. I have to be in the restoration business. Resurrecting the spirit of my customer when it goes wrong so I can see where the actual issue lies.
Todd and Jim did exactly that. They let me vent for a moment, Punch their Dump Truck and then gave me the options for repair.
We do the same thing everyday with almost every call. We are good at being the provider. But how are we as customers ourselves? I find that knowing what to expect from a provider from the beginning has it’s advantages but also pitfalls as well. Setting expectations is a tricky business. Make them small goals, What do you hope to accomplish? How will we do it? And in the long run how much time will it take.
The Scenario was played out at a company meeting The story goes like this. I took my car to the shop and left it. I called each day to check “Oh it in the shop for Diagnostics” That went on for a few days. He went to the shop and found the car had not been moved.
He took the car and placed a few calls to other shops. And got this response from the one he chose."The appointment will be Wednesday and we will acess the car and report back to you! They did and the repair would cost this much and take this long. The part can be ordered today and will be in ,in a week.
You can still Use your call until then. He knew how much it was to cost, how long the job would take and didn’t need to rely on someone else for transportation.
This is how I ran my shop, before it was like the other one. There is a big difference in working towards
An objective and just passing the customer off.
I work hard at what I do, I work with my customers as a team. We have this symbiotic relationship. They need me as much as I need them. I need them to teach me how to be a better customer.

By the way my hand still hurts. Dump Trucks are Hard!