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The Purpose of Our Satisfaction Guarantee

customer satisfaction

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Sometimes companies can be fearful of talking about a topic like satisfaction guarantees for a couple of reasons. One is because if someone is not satisfied, we have to take ownership of our mistake, and that doesn’t always feel very good. Another reason is because we can be fearful of people taking advantage of a company’s guarantee.

Our satisfaction guarantee is there to remove the risk of people doing business with us. If we offer a 100% satisfaction guarantee, there’s zero risk in choosing us. We’re a team of humans, so we’re imperfect and we do mess up sometimes. As we’ve always learned, the main thing isn’t the adversity itself—it’s how you respond to it that really matters. We’ll do what we need to in order to resolve any concerns.

In my experience, I’ve found that people don’t want to take advantage of you. It turns out that clients are truly concerned that we’ve done something wrong and we need to take ownership of it. For example, we deal with excavation and sometimes rainstorms will cause mud to run somewhere it’s not supposed to be. We try to answer those concerns and get them resolved promptly, but it can be very difficult when working with Mother Nature. Because the client’s satisfaction is very important to us, we try do do whatever we can to resolve the situation.

Not too long ago, we had a job where we were busting up the concrete in a home. We have a process to keep the dust level down, but unfortunately, we dropped the ball in that area and there was a dust issue in the home. We fielded the customer’s concern, addressed the issue, and got the area cleaned up. We did what we needed to do in order to leave the customer satisfied.

I’m working on a situation right now because we subcontracted a pipe lining company from eastern Virginia to line a sewer 12 years ago. We applied the appropriate warranty to the lining, which was 50 years. Unfortunately, the subcontractor isn’t standing behind the work they did. So we are standing behind it. The bottom line is, when I look at the quote that was given to the customer, it clearly and simply states the work done and the warranty we provided. It’s costing us a great deal of money now, but I was personally in that client’s home and I said we would do the right thing to resolve her concern.

The customer agreed to work with us because they had confidence that the problem would be resolved and wouldn’t come up again in the future. Even 12 years later we’re still making sure our commitment is being honored. Sometimes an issue isn’t really resolved and we have to do extra work at our own expense. We must make the choice to do the right thing, even though it might not always be very fun.

If you have any questions, contact us today or give us a call at 540-483-9382.

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One of the most frustrating things for a homeowner is setting up an appointment for a service person to come to their home and they don’t show up, show up late, or don’t follow directions. We focus on being on time, and we give a two hour window in which we will arrive. We also try to notify people when we’re on our way. I really think meeting our client’s needs comes down to dispatching correctly. It’s important that the people fielding the customers’ requests are well-trained in asking the right questions so we best understand the issue you’re dealing with, how serious it is, and exactly what we need to do. Asking the right questions is vital to making sure someone’s needs are properly met.

Next, we need to make sure we send the right person to your home. We’re very much aware of how the technician we send could make or break the customer’s experience. (Nobody likes it when a technician seems incompetent or when it’s the first time they’ve ever seen the issue.) We assess the task that needs to be done and assign it a skill level. We also assign a skill level to every technician (because everyone is slightly different). Then we try to match up the right technician with the right task to make sure we’re sending a competent person to every home.

A lot of times people think that a company will dispatch its technicians to cover a certain radius. A technician in South Roanoke would just run all the calls in that area for the day, right? Well, not exactly. We do not focus primarily on the location of the call as much as we do the skill level necessary to do the job correctly and meet the customer’s needs. So we may have technicians passing each other by on the way to calls. This is all about making sure the customer has a satisfactory experience.

We make these choices when coordinating our technicians because our time is valuable and our homeowner’s time is valuable. We want to make sure that we’re doing our absolute best. Sometimes we do have to make multiple visits, and sometimes we don’t get everything quite right over the phone. But I’d like to think that the vast majority of the time we’re able to do it well and make sure that the customer’s problem is solved.

If you have any issues with your plumbing or HVAC systems, you can always reach out to the team at Wisler Plumbing. Just contact us today or give us a call at 540-483-9382.

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There are definitely more benefits to a tankless water heater than any potential disadvantages, so I’ll get the two cons out of the way. First and foremost, if your residence doesn’t have either natural gas or LP gas, and electricity is all that’s available, you can take tankless water heaters off of the table (unless you’ve already decided to add gas to your home). This can definitely be a frustration point when choosing a new water heater. Tankless water heaters that use natural gas or LP gas are the only effective option. Unless it’s a secondary getaway cabin that doesn’t get much use, we do not recommend electric tankless water heaters.

The other con is the sheer upfront cost of a tankless water heater. Of course, you’ll get a lot of benefits by investing in a tankless water heater, but it’s going to be one of the most expensive options. You’d have to factor in what you’re actually getting for what you’re spending upfront in order to justify the cost. With those two potential cons out of the way, let’s get into all the benefits you’ll experience by deciding to get a tankless system.

The small size of the system is one of the first benefits that comes to mind. A tankless water heater hangs on the wall, which frees up the space where a larger tank system would be. This is especially useful in an apartment or smaller residence where space is at a premium. (Some tank water heaters can be unusually large in size, too.) In the right situation, like in a closet, it can really make a big difference.

Next, the lifespan of a tankless water heater is nearly twice that of a tank water heater. Yes, it’s much more of an upfront cost, but it starts to pose a very attractive cost of ownership over its lifespan. Going from a 50 gallon electric water heater to a gas tankless water heater can actually save 70% on your electric bill. If running your tankless water heater would cost about $180 a year, an electric tank water heater would have definitely exceeded $600 a year (or more, based on age). It’s a big overall cost savings when you combine the total cost of ownership and overall efficiency.

One of the coolest benefits of a tankless water heater pertains to something we’ve all experienced at least once. Think back to the last time the hot water ran out and you had to take a cold shower. A tankless water heater provides endless hot water as long as you provide some kind of fuel and power. You can fill up a large soaking tub in one go, take a long shower, or let several family members take consecutive showers without running out of hot water. Those things might not have been practical with a tank water heater. It’s really great when you don’t have to wonder if you’re going to have to take another cold shower.

If you have any questions about tankless water heaters, or you’re trying to decide which is best for your home, contact us today or give us a call at 540-483-9382.

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Wisler Plumbing & Air is a very family-oriented company, and our family is very important to us. I’ve often said that we should treat people the same, no matter what space we’re in—whether that’s at our home or in our business, and whether it’s with a client or with one of our family members. That’s a principle I try to live by: be kind to others no matter who they are and what relationship you have with them.

I try to treat the people that we serve no differently than I would treat my own family. It can be challenging to follow through at times, because we might be so busy that it’s hard to give attention to someone, or because it’s necessary for the business to be profitable and time is money. Although we might not always get it right, we definitely try our best.

For any successful business, I think it’s important that we stay true to our roots. That is, we need to understand where we came from and that our customers are the ones who allow us to stay in business. Therefore, we owe a tremendous amount to the clients who’ve trusted us to work in their home and maintain their systems. We have to make sure we don’t get out of touch with who really keeps us going. My grandmother has given me so much, and my clients have given me a tremendous amount as well. In that respect, they’re one and the same.

If you want to work with the team at Wisler Plumbing & Air, reach out to us today. Contact us online or give us a call at 540-483-9382.

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The sides of all the Wisler Plumbing and Air trucks say “100% satisfaction guaranteed, or you don’t pay.”We’re confident enough in our service to put this guarantee on our trucks as a reminder of what we stand for. If we fail to meet our client’s expectations in any way, we will hold ourselves accountable. At Wisler Plumbing and Air, we don’t expect customers to pay until they are completely satisfied. Because we do not collect payment upfront, clients have the opportunity to thoroughly inspect our work before payment.

Most people can recall a time when they’ve gone into a buying decision with a feeling of uneasiness due to the inherent risk of dissatisfaction. What if they ended up not liking the result? It might end up being a poor decision, and once the work was completed, there would be no way to step back in time. At Wisler Plumbing and Air, we think that offering a comprehensive guarantee means that our clients won’t have to deal with this problem.

True peace of mind involves making a risk-free decision without worrying about obtaining a subpar result. This is why we are so committed to offering the 100% satisfaction guarantee. We feel that we can best serve clients if we remove as much risk from the buyer’s shoulders as possible. That’s the purpose of the guarantee—clients know that we have to back up our promise by performing to their standards.

In a previous blog post, we talked about the warranties offered by Wisler Plumbing and Air. This ties together nicely with the 100% satisfaction guarantee, which can be thought of as a kind of umbrella. One way or another, every aspect of our work is backed by security and peace of mind. Additionally, we have live telephone answering available 24/7. If clients ever have a problem, they can reach someone who will be able to speak to them and give them the support they need. We think this combination goes a long way towards ensuring our clients’continued trust.

At Wisler Plumbing and Air, we are confident that our clients will be excited about their buying decision. This excitement will carry over every day that they continue to use the product. We can be certain that clients will be positive towards recommending us to their friends, because there is absolutely no room for buyer’s remorse.

If you have a plumbing issue and you would like to learn more about how we have your back with our 100% satisfaction guarantee, contact us today at (540)352-4262 or contact us here.

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