Even in this era of customer-centricity, when everyone and their brother espouses the importance of customer experience, we are often still surprised when we have a great experience! Recently, I was describing my experience with a local painting contractor (who patched and painted some small cracks in the walls of my condo in preparation for putting my house on the market and getting ready for the Open House about a week and a half later).
Giovani Rocha was referred to me by the management company who takes care of my condo complex. They arranged for him to come to check out my needs (a nice bit of customer service there—I didn’t have to call him myself). They told him to be at my place at 9 a.m. on Thursday, and at 9:02 a.m. on Thursday, my doorbell range, and Giovani was here! He looked over the work to be done, said it would take two visits (one to prep and one to paint), that it wouldn’t cost much (I was so happy that he was here I didn’t even ask the price—more fool me!), and that he could start on Monday at a time convenient to me. I asked him to come at 1 p.m. so I could get work done in the morning, and at 1 p.m., he was at my door with a big smile and all his equipment.