From The Detroit News | By Ken Calverley and Chuck Breidenstein
DETROIT, November 7, 2024 ~ The Guys are often asked about the criteria we use to refer professional companies to our listeners.
One commitment we always look for is what we call a “Professional Services, PSC,” company.
A PSC is a firm dedicated to doing all the things necessary to create genuinely happy, if not thrilled, customers.
Such a business invests first in creating the culture needed to ensure this outcome and it is, in terms of process, somewhat distinct from the actual work being conducted.
As an example, a company such as Amistee Air Duct Cleaning and Insulation in Novi hires its staff based on character traits more than experience or expertise in the products and services being delivered.
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It is their philosophy to start with great people, then train the skillsets required to perform the work.
This type of thinking translates to career-oriented personnel that grows within the business and progress from lower-echelon skills to supervisory jobs over time.
That same person carrying shingles for Kearns Brothers Roofing today is likely to be running a crew in three years of training, growth and development.
PSC companies are further differentiated by communication procedures that are created with a mindset that the “first customer” is your staff.
How you, as an owner, treat your staff is similar to how you can expect them to conduct business with your clients.
And keep in mind, ours is a high-touch business that requires crew members to make “house calls” every day.
These businesses try to overcommunicate. They understand what it is like to be a client.
You cannot meet or exceed expectations the customer is unaware of, so properly creating, conveying, documenting and managing the anticipated outcomes is critical.
Chets Cleaning in Madison Heights confirms the work to be done, and the results expected. If you are not thrilled with the experience, they will continue to work with you until you are.
PSCs understand the intimacy of having strangers work on or in your home.
What time will they arrive? How will you know the people at your door represent the firm you called?
A PSC will provide a narrow window of time for their scheduled arrival. They may even have a policy to not only contact you when the crew is headed toward you but also to provide names of those arriving.
Clean vehicles clearly marked with company logos are the norm, as are some type of uniform to assist you in knowing the people at your door are those you invited.
Steve Iverson, at Basements Plus in Commerce Township, takes pride in informing the client at each step of the service, including job status and anticipated future work to help ease the tension a homeowner might experience.
PSC firms will dedicate themselves to leaving a jobsite cleaner than they found it while taking extra steps to protect your home as they work.
Training in product, process and people is an ongoing mission at such firms. Workers are encouraged to avoid any on-site drama while focusing on providing exceptional customer service.
When a company goal is not met according to expectations, staff input is solicited to expedite satisfactory outcomes for all.
Surveys are conducted upon job completions with staff and customers to ensure things are being done correctly and the trust between buyer and company has been reinforced.
Most of these companies provide guarantees, not vague warranties, to inspire customer confidence.
Firms like Performance Remodeling in Shelby Township look for a five-star rating on every job performed.
A PSC considers each job and every homeowner to be equally important, so every person, every day, is expected to live up to the commitment to excellence.
The firms we refer take a lot of pride in being exceptional. They love having the opportunity to be your expert. They, and their staff, dedicate themselves to leaving you pleasantly surprised at the completion of the work.
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Just one more reason to trust the professionals you can find every day at InsideOutsideGuys.com.
For more advice, listen to the Inside Outside Guys every Saturday and Sunday on AM760-WJR from 10 a.m.-noon or contact us at InsideOutsideGuys.com.
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