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After a record setting scorcher of a summer and the ridiculous electric bills that came with it; we decided to put solar on our house. After settling on one specific company, we encountered what anyone would consider a nightmare of poor customer service.
We started this process in June and after the site survey and Edison's evaluation of the main power panel (which had to be moved and upgraded), after the HOA authorization and the permit approval from the city (all of which happened fairly quickly), the engineers for the company we chose to install our solar decided our roof wouldn't support their equipment.
They made that decision almost 3 months after we started this process.
Isn't that the purpose of the site survey? Calls to this company were often not returned. Conversations with our assigned customer service rep (not our sales rep) were generally met with 'I don't know' and promises to follow up -- which sometimes happened and most often didn't.
I'm not sure what was happening internally at this company but the impression I got was that they were disorganized and had poor internal communication. Fortunately, the sales person with whom we've been working has been amazing. He has bent over backwards to help us get solar and has even left that company and taken us with him to his new solar company.
This new solar company is AMAZING -- I'm sure you've heard about them, Renova. Believe their radio commercials. The first day after our contract was cancelled with the old company, one of Renova's VP's called and apologized for the other company's poor service and assured us they would do everything they could to fast track our system.
Of course we had to go through the site survey again (already done) and get new permits, (already in process) and Renova's engineers have already assured us unequivocally that our roof will support the equipment with no problem.
Our sales rep, Matt McPherson, has literally jumped through hoops (ok, not literally, more like figuratively) to satisfy us. He calls and texts regularly keeping us up to date on the progress. He went to bat for us with Renova to help get our system near the front of their installation schedule. I mean, how often is someone so outraged over how a customer is treated that he leaves for another company?!? Matt has truly gone above and beyond. I don't know of anyone who could have done more.
These days that commitment to customer service is almost non-existent.
You know when Executive Errands® first started; we choose the byline 'going beyond the usual, regular and customary'. We wanted to provide a level of service that clients would recognize as going that extra step. And I believe we have always done so.
Over the years, as we have grown, we have accepted greater and greater responsibility and taken on bigger and more complex tasks. We have hired people and expanded our operations and the only way we can insure our quality and customer service levels is to have written policies, procedures and guidelines so everyone is trained and works exactly the same.
The benefit of having these policies, procedures and guidelines - beyond of course the obvious -- is that when we have to cross-utilize people, it is nearly transparent to the client. As a business owner, I can't even write properly how thrilling that is.
We are just about to start our 12th year in business. Can you believe that? When this all started back in October 2006, I always visualized us successful, but I had no idea how many lives we would touch or how grateful our clients would be to have a company upon whom they can trust and rely.
Like Matt, we always want to do just a little bit more. Care just a little bit more. Show you that we too can 'make it happen'.
Hopefully, by the time the next newsletter is published, we'll be generating our own power! Wouldn't that be thrilling after all this time?
Thank you Matt for all you've done and for all you're doing!
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This newsletter will be a surprise to Matt but we wanted to publically thank him and this is the best way we know how. If you are considering solar, consider Matt McPherson at Renova, 760.272.0131. For full disclosure, if you mention you learned about Matt here, we will get a referral fee. So mention us or don't -- either way is fine with us -- but do please consider Matt for your solar needs!
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Make a Difference for Others
When talking about customer service, it makes us think about client testimonials and we love receiving them! They have a knack of arriving after a particularly trying day or week so they instantly give us a thrill, perk us up and inspire us to remember why we started this business in the first place.
Some of the following testimonials have been edited for length. Any content changes are shown in [ ] and are done to protect the identity of the client or our vendors.
As we move forward to kick off our 12th year, this feedback is why we do what we do:
> "You guys are a God-send thank you for all your help."
> "
We use Executive Errands for both of our homes at the Reserve and we couldn't be happier or more impressed. They are constantly monitoring the houses for normal maintenance issues and proactively recommending solutions with trusted providers. No project too big, no detail too small. And, with their absentee home checks, we know that our homes are secure and being taken care of when we are gone. We could not recommend them more."
> "Just a quick e-mail to say how impressed we were with [your landscape] Service [they are] amazing. Friendly, informative and extremely knowledgeable. [The landscape technician] laughed when I asked if he had planted a new plant in the front yard as I had never recalled ever seeing it before. His response, "no, it's always been there, I just made sure it had water!" Great company, so thank you."
> "We are looking forward to returning to [Indian Wells Country Club]. We could not manage our home without Executive Errands. Our connection with Executive Errands has always been one of trusting family support system. Please accept our thanks for all that Executive Errands does for us."
> "I really appreciate how comprehensive and responsive your organization is and the scope of your coverage. You have put together a great business model that has good value and is extremely helpful to absentee owners and will continue to be a great resource to us once we move in on a full time basis. Thank you"
> "I've had the opportunity to work with Leslie Spoor of Executive-Errands on multiple occasions, and have found her to be competent, trustworthy and a true professional. As a leader in the real estate industry, it is important to surround yourself with results-driven business-people, and Leslie has proven herself and her company to get things done."
> "Ever Since Leslie Spoor participated in our client breakfast, many of our clients have been using her services. Based on our clients' very positive comments, we started to recommend Leslie's services to all of our clients. She has been extremely responsive to us and our clients. One of the most important issues to keep in mind is that Leslie is not in competition with us for Real Estate and is only in business to provide a service. We and our clients have relied on her and her team on multiple occasions and have been totally satisfied. We will strongly recommend Executive Errands to anyone who should ask. She gives the same high level of service to both our largest and smallest clients."
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It's Time!!!
It is Fall! FINALLY, the weather has cooled off and while it looks like we might heat up a bit over the next week, the nights are still cooling down to the mid-70's and that makes all the difference in the world.
At the risk of sounding like a broken record, now is the time to schedule your 'back to the desert' or holiday services. We want to make sure we are able to properly set up your home and meet your needs. So, please send your travel plans once you have them and request all the services you'll need so we can get you on the calendar!
Here are some ideas:
- Housekeeping*
- Window Cleaning
- Service AC units & change filters
- Service pool heater burners (to avoid CO issues)
- Pressure Washing of the exterior of the home
- Pressure Washing of the patios, walkways and driveway
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Pressure Washing/wipe down of patio furniture
- Carpet Cleaning
- Tile Cleaning and sealing
- Upholstery cleaning (both inside and patio cushions if you'd like)
- Plant seasonal flowers -- provide color preferences
- Change out smoke alarm batteries
- Any handyman work you might like to have done
- Putting out patio furniture or cushions before your arrival
- Grocery or laundry supply stocking
- Any other tasks or 'to do's' you might like to have done
*If you would like regular, scheduled housekeeping services while you're here, now is the time to indicate the frequency so we may get you on the schedule.
We're looking forward to another great Season!! As always, thank you and it is a thrill that we get to care for you and your homes!
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When It's Just Once...
Did you know we offer 'just this once' services? True customer service means being available when we're needed and that means not just for regular 'on the books' clients, but for anyone who needs a helping hand.
We get calls all the time for last minute grocery shopping or gift pickup/delivery or the 'can you pick up sushi and deliver it to my boyfriend at work?' requests (this really happened!). Seriously! No job is too small.
My favorite call was the inebriated gentleman who called at 3am to request we pick up something for him at the convenience store (not alcohol!). He was smart enough to know not to drive in his condition and we were happy to help -- although we didn't look too professional at 3am!
Most of our one-off requests though happen very last minute and during the day (thankfully!) and most of the time they are happy, fun or unusual tasks!
Like the time we were asked to pick up balloons, flowers and a cake and drop it all off at a hotel for a surprise birthday treat!
Or the time we were asked to stand in line at Stagecoach Will-Call to pick up someone's tickets because they couldn't get there in time.
Or the time we were asked to find a 2005 gold Prius for an accident reenactment video (yes, we did!).
Or the time we were asked on a Sunday to find a duplicate, replacement wedding ring lost on a honeymoon (yes we found an exact replacement!).
Or the time we were asked to stand in line for a Honeybaked ham for Christmas (4 hours!!)
Or the time someone wanted rhubarb in the dead of winter (FYI frozen rhubarb can be found at Jensen's!)
Or the time one of the hospitals needed a courier for some urgent documents because they had to be there today!
You get the idea! We do all sorts of things 'just this once' and we are thrilled to do it. So if you need something last minute, we're the people to call! Executive Errands® 760.898.9604
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Do You Have Bad Business Habits?
Bad business habits can destroy your company. It takes only one ooops to bring your reputation crashing down around your ears. In this week's Facebook Live broadcast, "Live with Leslie" we share the top 6 bad business habits and how to change them.
Sign on and watch with us!
"Live with Leslie" is Wednesdays at 3:00pm PST on Facebook. There are events listed on our Concierge Business Solutions® Facebook Page here.
Plan to join us and put "Live with Leslie" on your calendar right now! Or go to the Concierge Business Solutions® Facebook page and click on Events. Say YES! And don't forget to 'Like' the video(s) and share them with your friends!
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There are tons of inspiring customer service quotes available and I could pick any one and write all around it, but today I'd rather speak from the heart.
The greatest joy I get in life is making a difference for others. It is thrilling when we can give our clients extra time by doing the tasks they aren't here to do or because they'd rather spend more time doing something they enjoy instead.
It is a thrill when we are able to catch a problem and rectify it before it gets out of control and/or save the client money.
It is a thrill when I do training for business owners and see the light pop on in their eyes when they grasp a new concept or we've identified a solution to a sticky problem.
It is a thrill when a new software licensee tells me how much time they're saving by using our software.
And it is a thrill when we hire team members who really care about our mission and put a good face on our company.
Until next time, remember that when you make a difference for others, everything else falls happily into place. And it does. I hope it does for you too...
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Leslie Spoor
Executive Errands®
CL#944447
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Leslie is a consultant, mentor and author helping small business owners around the globe. She is founder and CEO of two successful companies, Concierge Business Solutions® and Executive Errands®. In addition to her wide selection of training videos and webinars, documentation and forms, Leslie also is the creator of a data collections software system, Essential Elements™ and a Six DVD educational series, How to Start Your Own Business with Leslie Spoor©, available on her website. To work with Leslie or for more information, please visit her website or contact her at Lspoor@executive-errands.com
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For a list of our most popular services, please see our brochure here:
Last year, after traveling to Cuba (another beautiful country!), I wrote a travel guide! To download our
American in Cuba e-book travel guide, please
click here.
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This documentation, including sample applications herein, is provided for informational purposes only, and Executive Errands® makes no warranties, either expressly or implied, as to this documentation or its efficacies. Information in this documentation, including any URL and other Internet Web site references, is subject to change without notice. The entire risk of the use or the results of the use of this documentation remains with the user. This documentation is copyrighted by Spoor Enterprises Inc, DBA Executive Errands®, 2017.
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