Perfect Services Grout Perfect

"I RECALL THIS CONVERSATION AND I STARTED BY SAYING THAT I DO NOT LIKE TO GIVE PRICES OVER THE PHONE, BUT I FELT PRESSURED BY THIS CUSTOMER TO GIVE A NUMBER. I WILL ALWAYS PROTECT THE INTEGRITY OF MY COMPANY WHEN GIVING A QUOATE OVER THE PHONE. I AM NOT ONE OF THOSE CONTACTORS THAT STARTS LOW AND THEN STARTS UPCHARING THE MINUTE I WALK IN A DOOR. I ALSO STATED THAT OUR SPECIALITY IS NOT SMALL LOW END BACKSPLASHES AND OUR COSTS MAY NOT BE COMPETITIVE. NEEDLESS TO SAY, I CANNOT BELIEVE THAT THIS INDIVIDUAL GAVE THE LETTER GRADES THAT SHE DID BASED ON A 5 MINUTE CONVERSATION, NO QUOTE AND NO WORK COMPLETED. HER CALL WAS RETURNED WITHIN 1 HOUR OF THE INITITAL INQUIRY. HOW CAN THIS BE A "C" IN RESPONSIVENESS? HOW CAN WE GET AN "F" IN PROFESSIONALISM?"

"PRIOR TO ANY WORK BEING DONE IN THIS HOME, I INFORMED THE HOMEOWNER THE BEDROOM FLOOR WAS OLD AND THAT A CERTAIN RISK WAS INVOLVED USING OUR TRUCK-MOUNTED CLEANING SYSTEM. SHE WANTED THE FLOOR CLEANED SO BADLY THAT SHE AGREED. THE TILES WERE ONLY 1" SQUARES AND UNFORTUNATELY DURING THE PROCESS 2 CAME LOOSE AND CRACKED. IT TOOK OVER 3 WEEKS FOR A COLOR MATCH TO BE ORDERED AND WE STAYED IN TOUCH WITH THE HOMEOWNER. WE RETURNED TO INSTALL THOSE TWO TILES (2 INCHES LONG BY 1 INCH) IMMEDIATELY. WE ELECTED TO PICK UP THE BRUSH THAT WAS LEFT AT HER HOUSE DURING THIS RETURN TRIP, RATHER THAN INCONVENIENCE HER ANY MORE. WE ARE EXTREMELY CAREFUL IN CUSTOMERS HOMES, AND I HIGHLY DOUBT WE TRACKED ANYTHING ONTO HER CARPET. THIS WAS NEVER MENTIONED DURING ANY VISIT OR PHONE CALL. WE ALSO CLEAN CARPET AND I WOULD HAVE HAPPILY CLEANED THE STEPS AT NO CHARGE. MY TECH ON THE SECOND CREW SIMPLY ASKED IF OUR FIRST TECH LEFT HIS CAULK ON SITE SO THAT HE COULD DO THE MINOR TOUCH UP IMMEDIATELY."