Wednesday, September 9, 2009

Customer Service

Had an opportunity yesterday, while visiting my mother, to witness two separate examples of service provided by personal service providers. Let me say first that my mother, a very independent woman still lives in her own home. However, she does require assistance to maintain the property as she would like it to be.

The first service provider was none other than the gentleman who has contracted to cut her lawns. These lawns have been a source of pride for my parents since they first purchased their home in the mid 60's. They were cut and trimmed with great care. Each time the lawn was cut it was cut in a different direction going with and against the grain to even out the stress on the growth. As a result the lawns have been the envy of many a neighbour over the past 40 plus years.

As it was yesterday in her area, and I believe in many other places, the morning found the lawns with a heavy coat of due making them quite damp. However, the lawn cutters were there at 9:30 in the morning to cut the lawn. It is also important to note that the cuttings are not bagged as there is no yard waste disposal available where my mother lives.

Watching the gentleman at work it appeared that he was running a race. In very short order the front, back and side lawns were cut and they were off to another house down the street. What was left behind was a curious pattern of lawn cuttings which will no doubt dry out in a day or so leaving clear evidence of what the cutting pattern was.

Later that same day a crew arrived to trim the wonderful but large red maple in the back yard. This of course had been pre-arranged by calling several firms and obtaining quotes. The firm selected had taken the time to consider all aspects of the task and recommended a support bar be inserted to prevent a V section from splitting off in high winds. We are talking here of a tree that is over 40 feet high and looks fantastic.

The four men, the owner and his three sons, took great care to ensure that the tree was not damaged in any way during the trimming and elevating process. The result was a tree that looked even better than when they started. To their credit they took the time to rake clean the entire area and then to sweep clean the end of the driveway where their chipper has been placed.

Considering these two services it was clear to see that the first individual, the lawn cutter, was in it to make money and move on. The second the tree trimmer was in it to preserve a piece of nature and to build a relationship with the home owner.

Clearly the second gentleman will have a business to turn over to his boys when he retires. I am not sure that can be send of the gentleman who is cutting lawns.

My point? In our business dealings each of us needs to consider the difference between these two experiences and ask if our clients feel like we are the tree trimmer or the lawn cutter.

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