If you’ve ever had an issue with your dishwasher, this will sound familiar. I’ve dealt with so many dishwashers over the years, and they always seem to have some kind of an issue. Maybe it’s because of the mix of water and technology, but for whatever reason, these never seem to be perfect devices that are perfectly installed.
There are issues with the dishwasher not draining. Certain settings aren’t working. The water is not heating. Installation was done incorrectly, leaving holes in the wall behind the dishwasher that are big enough for little varmints to squeeze through. There are dishes that come out and are not clean, utensils with food still on them…ick!
When Monique had one of these issues, the repair tech was able to come out the same day. Unfortunately, there was no part available. But the repair tech was able to place the part order while at Monique’s house. There was going to be a 4 day wait, but every day the tech would send a quick text or e-mail to Monique, either describing an update on the timing of the part delivery, discussing the repair process and timing, or confirming Monique’s availability for the tech to come back and fix the dishwasher.
Monique had no control over the tech, and the tech had no control over the speed of getting the part delivered. But there was consistent communication, consistent updates, consistent description of next steps.
When the part arrived, the tech was able to get to Monique’s house quickly because he knew of her availability and she was awaiting the scheduling text. He was able to fix it quickly, in part because she knew how she needed to clear space in the kitchen for him. And it was done correctly, because he had brushed up on the most expeditious and quality way to install that part.
Even when you don’t have the perfect part or the perfect timing, there are opportunities to still provide near perfect customer service.
Fix the problem without creating another one.
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