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How Do You Know When You’re Doing A Great Job With That New Service?
It wasn’t too long ago that we introduced a new service – although, not before we’d thought long and hard about it. But how do you know when you’re doing a great job’?
The service in question was our Reactive Maintenance Service. It made sense to us that this new service, one that specifically deals with unexpected emergencies, would hold great appeal to our existing school clients. And we thought it might also appeal to schools we don’t work with yet.
Why the Appeal?
Well, when things go wrong – as they sometimes will – it can seriously disrupt the school and school staff schedules for the day, perhaps even longer. In many cases, getting these issues resolved as quickly as possible can be incredibly time consuming – and even more so for school staff who, by and large, don’t have the expertise and experience of handling such situations. Our logic was, whenever something goes wrong, how much better would it be for the school if all they had to do was one simple thing:
Report the issue directly to us.
We would then take care of everything on behalf of the school, using our extensive knowledge, skills, expertise and experience. Some of the benefits provided by our Reactive Maintenance Service include;
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Freedom for staff from day-to-day maintenance headaches, saving time and disruption.
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Simply report the issue and we handle the rest.
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Significantly better control of costs, saving money.
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24/7 Support — because problems don’t wait.
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Faster fixes with smart prioritisation.
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All our contractors are pre-vetted (doing this yourself can be a lengthy process – which isn’t ideal in an emergency).
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Stay in the loop. We keep you informed, so you always know what’s happening.
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Simple pricing & transparent invoices.
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With your online portal, all your maintenance data is in one place.
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All of which delivers peace of mind.
Setting up the service, as I’m sure you can imagine, was very time-consuming and involved a great deal of planning ….. but how do you know when you’re doing a great job’?
We decided that we wanted to start small to ensure that everything ran smoothly and worked as anticipated. After all, the plan was to approach a small number of our existing school clients to test everything, before rolling it out. Clients who are all used to our exceptionally high standards of service. It was important to ensure our Reactive Maintenance Service maintained the high standards our clients were used to.
So, How Do You Know When You’re Doing a Great Job?
We closely monitor every maintenance issue we deal with, remain proactive in our communication with our clients and work diligently to ensure we don’t let any client down. Apparently, people are ten times more likely to complain about a poor experience than they are to give a testimonial when they’re really pleased. So, the best way to know that you’re doing a great job is when the positive feedback and testimonials start to come in.
Fortunately, the complete absence of complaints, together with the kind of feedback you can see in the examples below, all seem to indicate that we’re doing a great job.
“Hi David , I hope you are well.
I would just like to say thank you to you and your team for the quick response yesterday.
Mag lock fail reported around 12 o'clock and repaired (through ADT) before I returned to work after my lunch at 14.00.
Brilliant service again.”
“You and your team are consistently brilliant. It's a pleasure to work with people who support us so well.”
“The two lads from Link Contracting also for being so positive about getting the job done, even bringing a long enough ladder to do the job on the day.
They have secured the window and taken the part away to source a new one to effect a repair sometime in the future.
Great effort to keep our school secure, thanks again to you and your team.”
Such positive feedback is truly gratifying and has continued since we came out of our testing phase and launched our Reactive Maintenance Service out to the wider world. If you feel you might benefit from our Reactive Maintenance Service and would like to know more, just click here. You can also find out exactly how it works here.
Best wishes,
David
David Loxam
Casserly Property Management
P.S. If you've found this article interesting, informative or useful in any way, please share it using the following links. And I'd love to hear your thoughts, as well. Just leave your comments below. Thank you.
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