Score one for the good guys!.....................(Starch)

Wayco Wayne_2

to be appreciated by a smart customer. Well done. WW

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John Starcher_4

This is long, but A while back...

...I received a note from one of my long time clients. He enclosed a copy of a service plan from our local gas company offering homeowners coverage of their heating and cooling systems for a pretty low monthly premium. He was pretty excited about it, and asked me my thoughts. He knows that he's real close to needing an air conditioning replacemtent, by the way. Here's the reply I sent him:

Dear XXXX,

I received your letter dated June 19, and wanted to respond with my thoughts on the gas company maintenance plan information you sent me.

I have to say that I am not normally a big proponent of utility company plans such as this one. If you read the fine print, you will see that they only cover $1,500 of annual expenses. On the surface, that doesn’t seem like a bad deal considering the monthly fee of either $9.99 or $17.99. It will not, however, cover the entire cost of your air conditioner replacement.

My biggest concern about programs like this one is the unknown quality of contractor who will be providing the services to you. The utility companies, as well as “big box” stores like Lowes and Home Depot, typically will bid out the service work. As far as I know, the winning contractor is the one who submits the lowest bid. This does not ensure that you will receive the quality of service you believe you will be getting.

I spend a lot of time each year analyzing my cost of doing business, and assuring that my pricing levels are set properly to allow me to not only recover my expenses, but to make a fair profit as well. This assures that we will be able to remain in business for many years to come, and be able to take care of our valued clients’ needs. Often times I have found myself bidding against contractors who are proposing prices below my cost for a particular job. Without fail, contractors like these will not be able to remain in business for long, since they are not charging enough to cover their costs. If they are making money, then it probably means that they are cutting corners somewhere. Either way, I don’t feel that it is in your best interest to be serviced by such a contractor. My experience with many of these “low bid” contractors is that their skill levels are not necessarily in the upper echelon of tradesmen. It is another reason that they lowball their pricing, since they probably really need the work.

YYYYYYY Gas is not the first utility company that has “dabbled” in the service business. I have heard of utility companies in other states doing the same thing. Many of them have not continued these programs for very long; as they soon find out that the rates they charge do not cover the cost of providing the services.

You have been a valued client of ours for many years, XXXX, and I would very much like for the relationship to continue. We have always held your best interests close to our hearts, and have always attempted to give you our best efforts. I would welcome the chance to discuss this further with you if you would like.

Sincerely,


So, today I get a note back from him in the mail. It reads:

Dear John,

Thank you for your letter of June 26, 2008 and the time you have taken to analyze this situation.

I don't want anybody but you and your organization to work on my unit. Therefore, based on your recommendations I am going to decline the YYYYYY Gas offer. I agree with your assessment of this offer and not only do I respect your professionalism, but I enljoy your friendship as well as those members of your staff. Thank you again for your help.

Very Truly Yours,
XXXXX


Talk about a great way to end your day!!!!

Paul Fredricks_3

Excellent!

GOod for you. Yeah, definitely one for the good guys. Must be a great feeling.

gerry gill

outstanding!!

your a good contractor and they are good ( and intelligent) customers..well said and well done!

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Mark Hunt_4

What more can one add?


That was/is a PERFECT letter. A perfect 10.

Kudos to your customer as well! At least they asked for your input!

They chose ....wisely.

Mark H