Am I Being Overreactive?

1stchoice

Posted this same question on JLC.
Situation - I am working for a high tech company, we install video and security cameras. I have been there 3 months.
I have experienced customers not satisfied with the level of service that thay are receiving. We had a call today to service the emergency system not working- This has a specific sound to notify the staff when a tornado, hurricane or earth quake happens or is coming.
The schools have went thru all the proper chain of commands to get things done, we as the techs do not know about these problems sometimes, and at this point I am only a helper in training so I am totally powerless over this situation.
The lead tech is a very talented young man however some of these calls that are given to him he does not know how to diagnose because neither of us have been trained to repair these systems.

Heres my concern- I work in the area of town within these schools that are in the same area as I advertise my business.
Possibble scenario- I get a phone call for an estimate, arrive at the customers home, only to be recognized as the guy they know that works for the company in there school who just does not seem to care about what they do!
Could this reflect a bad image on me? Would they come to the conclusion that I would take the same attitude with there home improvement project as they perceive me to within there school when we go out to a call?
I am working too hard to bust my hump, promote this business, and grow it one word of mouth at a time, one satisfied customer at a time, only to be mislabeled as a person who does not care!
Sorry for rambling.
Thanks Brian

J F

I wouldn't let it worry you too much. As long as you are polite and as helpful as you can be while on your day job it won't reflect too poorly on you.

If you feel like you need to give a short explanation to a prospective client go ahead. Just don't throw your current company under the bus too badly...burned bridges and all that. Plus you never really know for certain what's going on above you.

You might be on the other end some day...possibly have someone working for you that feels the same (I know, I know...none of us could ever have that happen).

J

d-rez

Out of all the customers who MAY call you for a remodel, what do you think the percentage is that they also work for the schools you service for the tech co you work for? I ask because this number will effect my responce to your original question. Chris

1stchoice

Ok D rez here we go. Lets say for the sake of argument 10% of my customers will be working at the school system who could call me!
(I did say this was a possibble scenario).
So being in the contracting business we pride ourselves on our reputation.
Good word of mouth for doing good work, honest work, and being reliable and trustworthy. Because we all know the label that is put on all contractors and what we have to strive to overcome in this industry.

With that being said and assuming you are in agreement with what I said
Why would we want to even be affiliated with a company, even though they are in a different business, that has a reputation of not caring? Not servicing there existing cliential base?
If we only get (1) bad word of mouth, (1) customer who we did not try to satisfy, than thats not too bad right?

Or do we strive to satisfy all our customers with great service all of the time
realizing that all customers may not be totally satisfied all the time but thats what we strive for.
So why would we put ourselves in a position to expose our self to that (1) bad job? Why would we do that? WE WOULDNT

So why take a chance of even having that possibility happen.
After reading this I think I answered my own question. I am in a business that has been trying to overcome a BAD WORD OF MOUTH and I sure dont need to be working for a company that has obviously not the same core values as I do.
Time to move on.

d-rez

Out of high school I served an apprenticeship with a high end cbinet shop (average job was $80K-$100K just for the cabs!). After a few years I seemed to hear the term 'Good enough' quite often. Bugged the crap outta me. I quite shortly after the attitude change. I worked for another company years ago, and being a production manager, repeatedly went to the owners of the co with my observations and thoughts on how to be more efficient, hence making more money for the co which in turn could mean more money for the employees. Nothing changed. I can never change another co as I would like, and you probably won't either. Start your own, I know you are, and run it well!

1stchoice

Thanks d-rez,
I am interviewing for a full time evening position this week, therefore leaving my days open to promote business, estimate jobs, etc. I just purchased a E-350 cargo van, lost my wheels end of last year so I could not do much without transportation anyway.
Placed a small ad in a local paper, did not receive 1 phone call till Friday.
Ad ran for several weeks with no calls, anyway the 1 job I did sell paid for the ad several times over, so I need to free up my days anyway so I can work jobs as they come and therefore keep evening position until business warrants that I can go full time.
Thanks for info, Brian
1st Choice G.C.