Am I just getting old and grumpy or has customer service taken a bit of a hit these days? It appears to be the latter (although, I am getting old too). Recent studies from Arizona State University show that people perceive customer service to be getting worse over time. Customer “problems” climbed from 32% in 1976 to 50% in 2013. And recent studies show that these numbers aren’t improving.
So as a service company, in a world where lots of companies market their “great customer service”, how do you truly know your customers are getting the service they deserve?
The Road Less Traveled
At GarageFloorCoating.com (www.garagefloorcoating.com), we took the road less travelled. First, we implemented and obtained ISO 9001:2018 certification of our “quality management system (QMS)”. (And we’re formally audited each year to ensure we get to keep it). As far as we know, no other epoxy coatings Franchisor in the US has taken this step.
Second, as part of the QMS, we’re required to maintain ongoing metrics as to whether we are meeting (and exceeding) our customers’ needs. We do this by hand-delivering a survey to our customers after completion of each job and by tracking their responses to the survey.
We’ve been doing this since 2013. To the questions “Would you recommend us to your friends?” and “Did we meet your expectations?”, we’ve received a “Very Good” or “Excellent” response 99% of the time!
We’re very proud of this.
Here’s One Review
This is an example of the type of reviews we receive….and we get many like this:
“After doing a TON of research, I had narrowed it down to two companies. Ultimately it was the customer service of GarageFloorCoating.com that won me over. I worked with David [GFC Estimator] who had great communication throughout the entire process. He was always happy to answer my questions (and there were a LOT)! He also made sure to come by after everything was completed to…make sure I was completely satisfied with the job.
Their product is high quality industrial grade and they are competitive on pricing. The crew was punctual, friendly and the work speaks for itself. The flooring is absolutely beautiful and just transforms the space. My garage is now my favorite room in the house. I have already recommended these guys to several friends and they will be my go-to for future projects.
There’s is Great Service Out There
GarageFloorCoating,com’s mission is “to provide the highest quality service to our customers before, during and after epoxy coating installation”. But our customers aren’t only those individuals for whom we install epoxy coatings. Our customers include our franchisees! We provide the highest quality service to them as well (…and send them surveys and track responses).
Because we want repeat customers and successful franchisees, we exceed their expectations and gain trust through exceptional performance by every member of our corporate in-field and in-office teams.
With over 60,000,000 square feet of coating experience and a reputation for total customer satisfaction, superior workmanship and highly developed production techniques, GarageFloorCoating.com is a national forerunner in the booming garage enhancement market. The company is widely recognized for pioneering and perfecting the art of coating concrete floors.
Visit us at www.garagefloorcoatingfranchise.com if you are interested in joining our team as a GFC franchisee.