The word “epiphany” might be a bit strong.
I’ve always looked for that special something that would incite our customers to love us. But I realize that our job is “get your head in the game, get this sprinkler system fixed as quickly and as inexpensively as possible, and get out of these people’s lives.“
As it is, we repair whatever the problem is, we do it for the price that was quoted in our Promise before the work started and we place our little sticker on the controller in the hope that you will call us again. Magic huh?
My realization, my epiphany, is that we are not in the Magic Business, Disney is. Anything we “do” is ultimately just what is expected.
And that creates a subtle but profound change here at Rainstat Irrigation. We will continue to give Promises before we obligate you to pay for any work we do. We will still fix the problem if you honor us with permission to do so. We will even continue to keep our trucks clean and our employees well identified.
But I see a need to tweak somethingâ€“maybe just an attitude. In an attempt to look at ourselves from your perspective, I see that we are nothing more or less than a supplier that can potentially ease your pain. If we can do that in the most pain-free way possible, we’ve done our job.
As I said at the beginning, our attitude needs to be “get your head in the game, get this thing fixed as quickly and as inexpensively as possible, and get out of these people’s lives.” We’ll keep leaving our little stickers on your controller in the hope that you will call us again but the magic will be that you are able to get on with your life without worrying about dead plants, shocking water bills or whether or not we will do what we Promised.
No magic. Just an attitude. And a commitment.