Mike Andes (speaker) relays a customer’s poor experience with a competing service—no phone answering, crews late, no uniforms—and labels that competitor’s service as “horrible.” He apologizes to the customer, assures they’ll do a better job, and asks an open question: what can his company do differently to ensure satisfaction and avoid creating false expectations.
Yeah, I was having your competitors service my property. But, man, they do have a horrible service. They never answer their phone. Their crew gets here late all the time. They don't have uniforms. What are they doing? Yeah, their service stinks. We hear this all the time. We'll do a much better job. And sorry I had to deal with them. Interesting. They usually do pretty good work. Let me ask you this. What can we do differently than my competitor? Just to make sure you are satisfied and to make sure that I don't set you up with the false expectation that we can serve you in a better way.
