Oct 21, 2008 | Life at Home, Work
YEOWZA!! Work is *pumping* 😀
8 9 10 12 13 17 18 (now, as at 3.40pm on Tuesday) New clients this week already!!! Holy Mother, we’ze going to need some serious energy to cope with this load ERK.
And besides the normal “stuffs”, I have a rather lekka project kicking off today, plus 2 more lined up for November, so things are going to be a bit crazy for a while …
STOKED!
The only bummer is that I have the roofing guys here today to start stripping my roof so it’s helluva noisy – every little grain of dust falling sounds like a damn boulder about to crash through my ceiling. It’s *somewhat* distracting, to say the least. I’m listening to some loud tunes to try and drown out the noise. (You can follow my musical activity here.)
[Actually, the last time they stripped tiles from my roof to repair a section, they DID put a hole through my ceiling! I really hope that doesn’t happen again … but I checked it out with them and they will assume 100% responsibility for that and cover all repair costs if there’s an accident like that.]
Yeah, I gotta hand it to Leith Roofing – they’ve really come to the party since my blog rant and I’m really pleased to see how they’re taking my negative experience seriously and turning it around into something that will ultimately provide them with a positive marketing spin, because I shall of course write about how things are going with them!
Sooner or later, all of us in business will encounter an unhappy customer and being able to listen to them and take appropriate steps to change their perception of your product or service is a great test of character and well worth the effort. Those “turned” customers normally go on to be your best word of mouth assets …
Anyways, that’s it for now … I need to go push some pixels … Laterz xxx
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UPDATE: 12.45pm
One times hole appears in kitchen ceiling. Meh.
Jul 31, 2008 | Rants
You have been awarded my “Cow Patty of the Month” award!
Way to go Leith Roofing!!!
Not.
Jeesh … I have now actually lost count of the number of times I have called your company, only to be told each time: “What is your name and number, someone will get back to you.”
It’s been w-e-e-k-s since I first started calling you and I am STILL waiting for that call!!
I KNOW you are busy. I understand that it’s the middle of winter in Cape Town and that you must be flooded with work, but I am NOT asking you to come out right now and fix my leaking roof. Hells, I am not even griping about the fact that you haven’t come out to give me a quote yet. I just bloody want you to return my calls!!!
Is that REALLY too much to ask?
No, seriously. If you are too busy and you DON’T want my business again (yes, we’ve been through this before you know!), just TELL me. I’m not going be all offended – I just want to BLOODY KNOW!! What happened to simple courtesy?
Instead of getting your receptionist to flipping LIE to me all the time, why don’t you just have her tell me: “Sorry, no-can-do!” Huh?? Then at least I know not to waste my time trying to follow up with you and I can move on …
Why am I following up with you? Because you’ve helped me out before and I would have liked to give you my business again. Silly me, there I was thinking that we had some kind of “relationship” going. Hrmph.
Oh, and BTW, hearing her say “hmmmm, let me just check back in the ‘Book’ is pretty damn scary. Do you know what century we’re in? A ‘Book’?? For heaven’s sake! Get yourself a decent CRM system if you’re so damn busy.
And to the lady I’ve just spoken to on the phone: Honey, Sweetie-pie, I don’t care if you ARE just the book-keeper filling in for the regular chick. Hoo-bloody-rah for you! What do you want, a Noddy Badge? You could be the Tea Lady or Oprah Winfrey for all I care right now. Stop making excuses for yourself or trying to explain your inadequacy to me. As far as I am concerned, YOU are the frontline representative for the company at the time of my call and you need to hear me out and deal with the situation effectively. You have a VERY unhappy (almost) customer on your hands and I DO NOT want to be fobbed off with another “someone will get back to you!”
Honestly, I know I’m impatient, but hells … what do I actually have to do to get these guys to just return my call(s)?
I went through the same leaking roof problem last winter and I eventually had to replace the bloody ceilings because the water damage was so bad. I do NOT feel like going down THAT road again.
So, that’s it. I’ve given them ample opportunity. Some companies don’t deserve to be in business, and they certainly don’t deserve my money. Time to move on …
If you are looking for a reliable, customer-friendly company to come and repair your roof in Cape Town, DO NOT call on Leith Roofing, because apparently, they don’t give a shit.
BAH!
*fires up iTunes to look for some angry music and flips open the Yellow Pages*
