Sep 24, 2024
North Bay, Ontario  

“Hugh, this broke awhile back. It’s not urgent but it would be convenient if it could be fixed. Can you do it?”

Can’t read the full email – click here for the online version.

Whenever I visit my folks, there is always a list of things they’d like me to do. Often this amounts to chores outside. Like taking care of fallen trees, splitting some wood. Replace, repair or paint items outside. 

When I was younger, the list would be long, written in my dad’s illegible script, on a legal-sized piece of paper. We’d be lucky to get a third of the items completed before it was time to depart. 

This time, my mom had a small request. 

Could I replace or repair a handle that had come off of one of the sliding doors to the shower in my parents’ quarters?

I looked at the piece of plastic and examined the door. It was immediately apparent that there was no way to repair it but perhaps a replacement part could be found.

This has happened before, my mom told me. Furthermore, she went on, I am sure we got a replacement part from Home Depot. 

“There’s a Home Depot in North Bay?”

Apparently, we have had one for close to 20 years. Progress, I guess.

Off to the Depot we went, with the handle, to determine if a replacement could be found. Upon arrival, we were directed to one aisle and then another. Nothing similar could be found. 

Finally, a clerk came to our aid, logged into their system and did a thorough search.

“We haven’t stocked that model for years,” she said. “We could, however, put in a request for a local handyman to come out and maybe he can provide you with a solution.”

Ok – that seemed like a good idea, but to make sure my folks didn’t have to be bothered with the details, I gave my email and phone number.

Then we went about our business, and I mostly forgot about the problem. Especially since none had contacted me within 1 or 2 days.

About a week later, I get a call from an unrecognizable number. Normally I let these go to voicemail since so many are spam. I did answer and lo and behold, it’s a local handyman who was following up on a request from Home Depot. 

I explained the problem we were trying to solve. He replied, could he come the next day at 6:00 PM. Excellent, I told him.

At 6:00 on the dot, the fellow arrives, as promised. 

I took him to the shower area and showed him the issue.

He then brought out 3 options on some possible solutions. With images and prices etc.

We spent 10 minutes deliberating and then we told him that the simplest and least expensive sounded good. 
 

“Great,” he replied. “I know there are 2 of those parts at Home Depot – I can run there right now and be back within an hour and install them for you. How does that sound?”

Well, that sounded pretty good to us, so we gave him the ok.

Less than 60 minutes later, back he came. Showed us the new handles, how well they would adhere to any surface and how easily it was to move them.

Perfect.

In a jiffy, he had 2 handles installed, one to slide the door, the other to make it easier to get in and out. 

Outside at this truck, I asked him how he’d like to be paid. He said, cash or e-transfer. 

Not having much cash on me, I opted for the latter. 

“I’ll send you an invoice then with instructions on how to send me the payment. And oh, by the way, I have guys that can do electrical, plumbing, exterior maintenance, whatever you need. Just let me know.”

Now I am sure you are wondering how much this all cost in the end. Especially, when the handles probably cost under $50 each. 

Just over $300, to quench your curiosity. And I’d do it again.

This fellow exemplified what it means to give good customer service. He was prompt. He had more than one solution at his fingertips. And then he was willing to act and solve the problem immediately. 

For many customers – this combination is irresistible and a sure-fire winner. 

To boot, you can be sure we will call on this fellow for any other “maintenance” issues that are sure to be required at the home of our parents. 

What about your business?

• Are you prompt in responding to customers’ requests?
• Do you anticipate what solutions they may need thus are ready to act when you meet with them?
• Lastly, do you act swiftly once a solution is agreed upon and give them instant satisfaction?

Until next week,

Stay healthy and focus on profit! 

- Hugh 
The “Profit Accelerator” Expert

P.S. Did you know that even tiny improvements of 1-3%, in just 12 fundamental areas of your business could give you 50% and more improvement to your bottom-line? Test out my brand-new Profit Acceleration Simulator^TM  and discover the true impact of a conservative estimate of Profit Acceleration initiatives on your business and see for yourself. (https://hughtafel.com/sim)

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