Our mission statement here—and my mission statement, really—is to honor God, serve people, be diligent, do quality work, and grow profitably. I want to extrapolate a couple of things from that statement: Serving people well, being diligent, and doing quality work are practices that are very important to me. The quality of the work we perform is just so important that I find myself thinking about it quite a bit. It bothers me greatly if we’ve done anything incorrectly in someone’s home.
Satisfaction hinges around making sure that we’ve put the right person at a customer’s home and trained them correctly. We also have to be certain we’ve done the best job we possibly could. If we’re not efficient, if we don’t get a call made when we should have, or if we don’t update the customer about their situation, we’ve failed. This is so important to me, this organization, and our team. It’s a huge concern whenever we miss the mark. Day-in and day-out, we strive to respond to those issues quickly and try to resolve them the right way, to make sure we regain our customers’ satisfaction moving forward.
The ‘grow profitably’ part of our mission statement means we need to make a profit to stay in business for our employees and our customers. However, there are isolated situations where that’s not possible. We actually think it’s more important to lose money if it means making sure a customer is satisfied. We have to step up to the plate and take ownership of certain mistakes. Even though it’s neither fun nor profitable, it’s the right thing to do. That goes back to the quality of service and work performed—there’s a balance between quality and profitability, and I’m not willing to sacrifice quality in the name of profit.
If you have any questions about your plumbing or HVAC systems and you want to work with a team who cares very much about your satisfaction, reach out to us today. Contact us online or give us a call at 540-483-9382.