Customer Experience: a Warm Glow

I just want to share an experience (Experience) with you:

I’m in the middle of renovating a house. It’s been quite a challenging process, and I could write a book about it – specifically, the highs and lows of sourcing and selecting contractors and materials; the contractor sales process; the things I’d do differently, etc.

An experience I had yesterday, however, demanded a post of its own. After deciding that a 1920s fireplace, hidden behind a 1970s monstrosity, was too fragile to save, I opted to have a wood burning stove installed. After reviewing the market, I appointed a contractor and yesterday he delivered and fitted the stove (I’ve missed out the earlier stages of the process).

I wasn’t able to be at the house during the fitting, but I was there first thing to let the contractor in. After praising my self-made, slate hearth (which he’d suggested I could build myself, to save money), the contractor said something that resonated with me all day:

We’ll light the stove and test it today; but because I want you to be over the moon with it, I’ll arrange a convenient time to come back and show you how to get the best out of it.”

I love that he said that!!

Later in the day, the contractor sent me this photograph.Warm Glow

He also rang me and told me that he’d damaged the lime render in the fireplace – so he’d repaired the damage.

Then, he’d found the tin of paint I’d used to paint the fireplace – and painted over the repair!

In what has been a fairly stressful and lengthy process, this experience stands out as an exemplary way to deliver Customer delight. I just thought it needed to be shared.

I don’t normally do this, but I’d like to recommend Christian of Stovetek for delivering not only a great product, and a professional service, but also for the warm glow that comes from elevating a “job”, to a “service” and ultimately to an Experience.

If you’d like to discuss anything in this post, do get in touch.

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