Here is a feedback received from Mr.Ashish Bahl who is an N.R.I living in the US. He discovered us through our web site a little over three months ago. That started our relationship which got cemented during the two months we executed the various renovation works in his house located in Thoraipakkam. Given below is the mail he sent us on June 06, 2014.
First of all , apologies for writing this letter late, its been around 3 weeks that the work at my Thoraipakkam house has been completed, I wanted to write it to you earlier but my work kept me away from it. Better late than never.
Regarding your customer service:
I and my wife would like to thank you for all the excellent customer service that you have provided for more than 2 months of work at our house.
We being abroad, you kept us in the loop with pictures, updates via what’s app. It really took away all the boundaries , we felt as if we are seeing the progress right sitting there with you in Chennai and the distance of thousands of miles did not matter at all due to your constantly keeping us informed on the progress.
All our friends were extremely surprised that we did our house renovation in Chennai sitting here in the US.
Regarding your workmanship:
We were equally impressed with the workman ship of the people you employed firstly in thorough cleaning of the house, then in getting the house fully painted inside and out and then putting loft shelves with Polly wood through the house and lastly in completing the Wardrobe. We were especially impressed with the wardrobe as we did not know how it’s going to come out, all the design work etc were left to you and you took such good care of it and we were highly impressed.
Regarding your work ethics.
We liked the fact that you were so honest. When we were giving work to you, lot of people told us, once they get money they would work at their pace since you are not sitting next to them, but you proved all those people wrong, you completed the work as planned and if there were any delays, you did not lie and told upfront that you did not start on the planned day due to some reason.
I would like to tell you that I am personally ready to give feedback to anyone else regarding your work as and when you need it. Kindly pass this feedback to the CEO of Service Square. You are an asset to the company.
Thanks a lot for everything.
I could not have asked for anything more or better from a delighted customer. This feedback is a wonderful gift.
Mathan made this fulsome praise from the customer possible. I remember the numerous trips he made to the customer’s house where the renovation was being done. He would have sent at least 25 photos to demonstrate the progress in the work. Ashish, the customer could choose the materials and items needed for the house such as the curtains, sofa etc., sitting in his home in the US, because Mathan coordinated the selection and kept him in the loop all the time, using emails and WhatsApp.
Mathan puts his heart into everything he does. He joined us twelve years back as an ordinary supervisor and now he is the Director of the company.
These days, I make it a point to personally call customers who have availed our services. Most of the time, the tone of the feedback is very similar to what Ashish has communicated. There is a warmth and happiness in the voice of customers as they speak about their experience with our services.
I infer from this, it is not just Mathan who makes it a habit of creating happy experiences for customers. Every staff of Service Square, including the new joinees, get it right when it comes to doing things right. I feel very grateful.
Fourteen years back, when we started the company, we created the values we would stand by. It reads:
Service Square Pledge
We promise to bring a smile on the customers’ face each time, through a strict compliance of:
Value for money
Our team seems to have internalized the values of our company. They demonstrate it in their work. Probably, these values also percolate into their daily living…
I am amazed how ideas and values, communicated and lived, bring about happy outcomes and changed behaviours in people.
Diane Glancy’s quote, “Words as I speak or write them make a path on which I walk”, rings so profoundly true.