Business Ethics And Straight Talk
The Most Important Thing About A Business?
Business Ethics And Straight Talk
The Most Important Thing About A Business?
Business Ethics And Straight Talk
The Most Important Thing About A Business?
Business Ethics And Straight Talk
The Most Important Thing About A Business?
This might be the most important thing you can read on this site, to figure out why you want to hire Andy’s Tree Service. For I feel every company may have a bit of a different flavor to them, and I want to explain what ours is all about.
Let me illustrate with this story. One time I was at an estimate for a repeat customer, and he said that the last time he got some tree work done, he hired this other company, because they had come in cheaper than my bid.
And then he was like, “oh my goodness what a disaster. First the workers wouldn’t do what I wanted, and I couldn’t communicate with them, because of the language difference. And then at the end of the job, the old man, the owner of the tree company, finally showed up.”
And he told me “This was a hard job; I want 25 more dollars.”
“Geez,” I thought to myself as I listened to the story, “I can’t believe I’m hearing this.”
And the property owner said, “yes I’ll give you the extra money, but I will tell everyone I know what happened here, and how unhappy I am.”
The whole thing is very illustrative. The fact that the owner is fighting with the crew, to get the job that he THOUGHT he had made with the old man, means the whole thing was very unclear from the beginning.
Secondly, once there is a problem, or disagreement on the job, the property owner should not have to haggle or cajole with the tree workers about it. The main cheese should immediately be called in to clear everything up and make it right.
EVERYTHING has to be clear right up front. It’s what I call straight talk, so the tree guys know exactly what the customer wants to get out of the job, and the customer knows just what they are going to get, about all aspects. You never make a bunch of promises and then cut corners. THAT whole idea makes me want to throw up.
When it’s time to do the job, generally the customer comes out, and we kind of go over it again, and if I think of anything more, we say it, so the customer is informed. It’s easy to see how comfortable it makes them.
The whole approach has to be, service to the customer. What are they asking for, and how can I give them the best value? NOT how can I make the most money? It’s all about THEM not me, and it only is about ME as a fair value of how well I can do for THEM.
I think it’s kind of an old-time ethic, you know, old school. It’s how I’ve always approached any kind of work. I’ve always had to do a really good job, whenever I’m working for money. I have to give really good value.
People who work with me, follow my lead, for they can see how the customers respond to this. It’s like our bread and butter.
The advice on using customer feedback was extremely useful.
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