A service department is always one of the main elements of a company that separates it from the other guys. This can be a good or a bad thing. Companies that excel at service are able to drive new business through word of mouth recommendations; by the same token, with the power of social media today, poor customer service experiences are quickly documented for all the world to see, which can immediately have a nasty impact on a company’s reputation.
At Westeck, we have always strived to deliver the very best service to our customers, and now we’re working to take that one step further. How do we plan to do that, you ask?
Westeck is creating a Customer Care initiative. Gone are the days of waiting for customers to call in with a complaint and then having to wait for it to get addressed. We will have trained service technicians, AKA Customer Care Technicians, who will attempt to visit EVERY customer within a week of delivery of product. They will ensure that everything has gone smoothly with the installation, if applicable, and most importantly with the product quality. With every visit, the Customer Care Technician will examine all Westeck product to ensure there is no damage, no parts missing, and that its operation is perfect.
If they come across any issues of concern, they themselves will repair if it’s a quick fix.
If it is something more substantial, they will write a report of what repairs are required and then send it immediately to the service department. Then one of our service teams will be scheduled to attend the site with all the parts required to quickly remediate all issues.
The goal of this initiative is to eliminate any inconvenience our customers might experience, which can happen even with the best companies and the highest quality products from time to time. These issues can include damaged product arriving up on delivery, products not operating as expected, or missing components. We at Westeck, knowing that these issues can happen from time to time in spite of all best efforts to avoid them, believe that our new Customer Care initiative will solve these frustrations and leave our customers feeling like they have been very well taken care of from start to finish in their Westeck experience.
Even more exciting, to take our new initiative one step further, after each installation we will also have a Westeck representative call each customer to inquire how their experience with Westeck has been, from how their Project Consultant performed for them, to how their delivery went, to their satisfaction with the quality of product and installation. These representatives will ask customers to give us a rating on each category, to let us know how we did and where we need to improve going forward. When we first launched this initiative, we learned immediately how important it was: we were surprised to receive a few poor ratings, and we immediately addressed them, understanding what an important opportunity it was to be asking these questions of our customers so we can ensure their 100% satisfaction. Overall, though, the vast majority of the ratings coming in are very positive, raving about product and installation quality and Project Consultant support. This is our quest: to deliver the very best customer service possible, and to respond immediately when anything goes awry. Going forward, we will persist in looking for ways to continually improve even further.
About Westeck Windows and Doors
Westeck Windows and Doors now has 30+ sales professionals, across offices in British Columbia (Vancouver, Chilliwack, Victoria, Nanaimo, Kelowna) Alberta (Calgary) and Washington State (Seattle), as well as an extensive dealer network throughout North America. Westeck employs over 200 people, with the majority working out of the corporate facility in Chilliwack, British Columbia.