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.
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:
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!
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.
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About the Author
Travis Smith is the founder and managing director of Square-1 Engineering, a life sciences consulting firm, providing end to end technical project services to companies which design, develop and or manufacture products in Southern California. He successfully served the life sciences marketplace in SoCal for over 15 years specializing in engineering services, consulting, project outsourcing and leadership development. In 2019 he was recognized as a ‘40 Under 40’ honoree by the Greater Irvine Chamber of Commerce as a top leader in Orange County, CA.