Los Angeles, California (PRWEB) December 10, 2007
College Works Painting, the company that teaches university students how to run a business by letting them run one in the summer, is embarking on a major customer service initiative with the help of customer service guru John DiJulius (author of best selling Secret Service, Hidden Systems that Deliver Unforgettable Customer Service, Amacom Books). The aim is simple, create perfect customer satisfaction.
College Works Painting has one of the highest levels of customer satisfaction in the painting industry, and "that is not good enough," says company co-founder Matthew Stewart. "We have more happy customers then any other painting company in the US, but we have a couple that are not happy. We want to change that. Even one upset customer is too many."
College Works is approaching customer service in a non-traditional way, especially non traditional for construction companies. College Works has always taken responsibility for any unsatisfied customers. "99.99% of our customer complaints are our fault," says Mr. Stewart, "we sometimes drop the ball. We are fighting against all the usual problems: not calling people back, arguing to save the company image, imperfect workmanship. For years we have taught our staff to perform well, maintain contact, and respond to the best of their ability when there was a service defect. That is not good enough in this day and age."
College Works has hired outside help to achieve the perfection they are looking for. After a wide search they have chosen to work with Customer Service guru, John DiJulius. John has worked with Nordstrom, Starbucks, Ritz Carlton Hotels, and many other organizations known for outstanding customer satisfaction. Today he is working with College Works. "It may seem strange that we would hire John, we are just a small painting company," said Mr. Stewart. "We want to become the Nordstrom of our industry. John has come in and helped us identify the stages of our employee and customer experience. We had to dig deep and face some harsh realities. We are not perfect. We have identified deficiencies in each stage of our employee and customer experience. We have identified what it means to go above and beyond in each area. We are adding measurements, incentives, and champions for each stage and in each department of the company. John is very unique in his approach and has a way of making sure everyone understands what we are trying to do."
College Works has achieved a 97% customer satisfaction rate, in an industry of unhappy customers. Mr. Stewart and his team are committed to raising that number every year. "97% is just not good enough any more. We have had thousands of customers and employees, just one upset person can cause serious image concerns if ignored, forgotten, or not handled for any reason." "We are committed to this initiative because it is right for our customers, it is a good example for our employees, and our company will be stronger for it."
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