b'Business ManagementSo, what we have done in these first three parts isplace any kind of emergency leak response plan also try to address the common missteps we see and alsoindicated that they put their companys convenience help you understand the dynamics of what to expect.ahead of serving their customers. Next part we are going to address a very importantLet me give you a couple of simple communication question.Just what is great service? steps that will make a huge difference and you can start implementing them today. (By the way, this Part 4Just What Is Great Service? applies to everybody in your company, including In the first three parts of this series of articles weyou). have been talking about some of the mistakes we see contractors make when they are trying to grow1.When you get an email, reply to it immediately. If their service departments, mistakes that hold themyou have time to read it, you have time to reply. back.We are going to shift a bit now and talk aboutGot it. Will get back to you about this by the what Great Service actually looks like. end of the day. You will have it by the end of the Therearenogreatservicedepartmentsinthisweek.Nothing elaborate, just let your customer country who are not outstanding communicators.know they were heard.There are no service departments in this country who2.Return all phone calls by the end of the day, are great at communicating and also not great servicebefore you leave the office.Even if it means departments.Service is all about communication.leaving a voice mail. Hi, just wanted to let you We have already discussed the need for talented,know I got your message and we are on it.Hi, customer-oriented employees to be in the key rolessorry I missed you.I did get your message and within your service department.These individualswill try and reach you again tomorrow morning. need to be responsive and empathetic. ServiceBoth of these practices are the essence of good is about doing what is in the best interest of yourcommunication and will actually save you time in the customer, not what is most convenient, efficient, orlong run by letting the person who reached out to you easy for you.This is a mindset that is the oppositeknow that you did get their message.Silence causes of what you normally bring to doing production work.confusion. Did he get my message? I wonder if he Think about that!The skills and talents you haveis on vacation and I need to call somebody else? I that make you really good at production work will bemight as well call another company too, because liabilities and limitations in the service department. Next month we will discuss another key communication Let me give you a true story of how a contractorbest practice that isnt so obvious, but is equally did something that was convenient, efficient, andimportant.easy for him and got him fired.A few years ago,Greg Hayne is owner of the Hayne Coaching Group.Greg in my role as roofing consultant, we had a clienthelpscontractorsfindandimplementbetter,smarter, that had 5 shopping centers within this contractorsmoreinnovativewaystowork.HisprovenCreating geographic service area.We reported a leak rightGreatServicetraining,supportandimplementation before Christmas and heard nothing.We left voiceprogramhelpscommercialroofersgrowtheirservice mails, sent emails, nothing.By a fluke, we discovereddepartments.His ESE Peer Groups bring non-competing that the contractor had decided to give everybodyrooferstogethermultipletimesayeartosharebest a week off for the holidays. Nobody was on call.practices, solve common problems and tip the competitive There was no notification.They just took a weeklandscape in their favor in a big way!Greg is also an EOS off! So, we found somebody else to take care of theimplementor, helping select contractors get the most from leak and they became our new contractor for repairstheir EOS/Traction experience.for all five shopping centers.If they had notified us the week before that this was going to happen, it would have saved my client (and me) a bunch of hassle. Let me be clear, it wasnt only their decision to take a week off that got them fired, it was because they did not understand the value of communicating that decision to us. That they also did not have in www.mrca.orgMidwest Roofer 21'