The Greatest Service Experience I’ve Ever Had

Think back to the last time you had a service company over at your home to do work.  I’ll bet you’re like most people I talk with who seem overjoyed to talk through the fiery details about their hellacious contractor experiences where hopes for good services are incinerated by severely, underwhelming contractors who still somehow render work for top dollar.

Sound familiar?

Unfortunately, many of us have similar stories to share when it comes to less than stellar service experiences.  Our dismal experience with service provides can be boiled down to a lack of two characteristics: passion and care.  In my most humble of opinions the reason why we experience poor service is because those providing it fall short in the areas of being passionate about what they do and caring to deliver a great experience.  I thought I would forever be in the service abyss until two guys from a mobile window screen company completely changed my perspective on what’s possible.

My wife and I recently decided to finally deal with some house repairs we’ve been putting off for a couple years and without a referral went online to find some help.  I, my typical skeptical self, wasn’t expecting anything special.  Frankly, I just hoped they would actually show up and not break anything in the process.  Yes, we’ve experienced much of this in the past.  Were we doomed to be saddled with lackluster help?  I certainly thought so.

Until these two guys showed up!

Tony and Saul of T&S Mobile Screen Services arrived on the scene ready to up the ante and deliver a service I’m still trying to comprehend in all of its majestic glory.  I’m writing this article because it needs to be said and perhaps recognized that good service DOES still exist in the world.  I also own a services business myself that was started primarily because of this very issue – there seem to be endless companies offering bleak services which fall short of delivering a ‘Wow Factor’.  That said, as a quick disclaimer, I’m not an employee of T&S, this isn’t a paid advertisement nor was I asked to write this.  I’m simply just a happy customer wanting to share a good word about a great small business.

So, what did T&S Mobile Screen Services do which made such a phenomenal impact on us?  Let’s go through the experience start to finish:

• Upon arrival (which was on-time, so right there T&S was already starting off on a good note) Tony, one of the owners, notified me they were at our house and ready for us
• When I greeted Tony at the front door he must have noticed we don’t wear shoes in our house so he immediately put on booties; he didn’t ask if he needed to he just did it with a smile
• As he walked in our home Tony handed me his business card, gave a firm handshake accompanied by some old school good eye contact; this told me he understood the importance of first impressions and values respect and professionalism
• He then proceeded to do the same thing with my wife, again very professional and courteous
• His dress, and that of his partners, was clean and professional – these guys were the real McCoy, ready to work
• Tony took charge and asked me to walk him around our house so he could “understand exactly what I needed done”, I loved this because it showed me he cared about my perspective and wanted to ensure their work met my expectations; during the walk around he advised me in two areas which ended up savings us some money – I didn’t ask him to do this, he just did it because it was the right thing to do.  The mark of a good and honest professional!
• During the walk he never once tried to upsell me or convince me of work needing to be done, Tony was very matter of fact and spoke plainly.  Bonus points!
• After the walk around, which lasted only a couple minutes, he took me out to their truck parked in front of our house where a small work station was already set up and this is where they went from good to downright impressive:
  • They were playing classical jazz music in the truck with the windows open; I wouldn’t call myself a jazz lover per say but I’ll openly admit it was incredibly inviting and again showed their desire to create a welcoming environment with their service and presence at our home
  • Tony and Saul demonstrated to me what the new window screens looked like and how they would be installed, this further gave me confidence I had picked a solid product from a reputable business
  • Then they showed me their truck!  It was a Sprinter type van lined floor to ceiling with individual cubbies all organized with a labeled numbering system.  The inside of the van was chock full of equipment and parts yet it was organized like a library.  Even their Dewalt chopsaw was in pristine order glistening in the morning sun.  Never in all the years I’ve been working with service providers and contractors have I seen a work vehicle this clean and well organized.  What it said to me was “we pay attention to detail with our stuff just like we will with yours”.
  • The last part about the truck experience which I thought was clever on their part was they put a damaged screen on an L bracket sitting outside the truck.  Guess what happened next – two of my neighbors passing by on their way to work stopped and started asking questions then took their business cards to schedule service at their homes.  Brilliant.  All they did was hang a damaged screen off a standing bracket.  No signage, no sales pitch.  What it said without words was “if you have one of these (aka a damaged window screen) we can help you just like we’re helping your neighbor”.
• Now that their work was under way they eventually had to go upstairs in our house to access some of the window screens on the second story.  As Tony went up stairs he called out “I’m coming up stairs”, then when he was on the second floor he began whistling in a slow methodic rhythm.  Another genius move on his part.  Tony wanted to make sure his presence was known at all times to the people who live in our house so there wouldn’t be any unexpected or awkward situations.  Again, brilliant on his part as Tony and Saul continued to operate like a class act.
• As they finished their work Tony asked me to do another walk around the house to have me inspect their work in front of him.  It was stellar!  I had not one complaint, and for someone as anal as myself that’s saying a lot
• The payment experience at the end was smooth and without unexpected costs or upselling
• As they closed up their truck and took off I realized they had finished the job in a shorter amount of time than what they had quoted.  Arrived on time and finished early – I wish everyone operated like this!

 
The guys at T&S Mobile Screen Service put on a class on how to run a business that produces both great results and customer experiences.  These guys should get a freakin Emmy Award for their performance!
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As the day went on I couldn’t stop thinking about the experience.  For Tony and Saul it may have just been another job and another satisfied customer but for me it was something altogether quite different.  It changed my entire mindset about what’s possible.  Now that I’ve experienced this type of service, something akin to a Nordstrom’s experience – maybe even better, I now know this type of experience with contractors and service professionals is possible.  What it really comes down to is being passionate about what you do (whatever that may be) and caring enough to put in a great effort.  Since then I’ve probably told a half dozen people this story, my father and I have now done a podcast on it and I’m writing this article you’re reading now.  If that doesn’t tell you the power of good service I don’t know what to say other than this…

I would happily pay good money to have more experiences like this with service providers and contractors who are passionate about their craft and care to leave a positive lasting impression.  Thanks again to Tony and Saul from T&S Mobile Screen Services, you guys made me a customer for life.