‘NO PROBLEM’ VS. ‘MY PLEASURE’
Sending the Right Message
What these guidelines should look like depends on your business. Examine your marketing materials and your demographics. What kind of experience do your customers expect from you? How can your customer service meet or reinforce this expectation? Work with your team to create a standard for customer communication that fits your company culture and the people you serve.
When someone says “thank you,” how do you respond? It’s a core tenet of customer service that has inspired much debate. It may seem trivial, but the way you talk to customers matters. With branding, R&D, marketing campaigns, and relationship building, chances are that your business invests heavily in attracting new clients and retaining old ones. But often, a customer’s decision of whether or not to continue to do business with you comes down to old-fashioned conversation. That’s why Forbes and countless other forums have published think pieces on the phrase “no problem.” People can and will get irked by the wrong response to gratitude. The Chick fil-A franchise goes so far as requiring its employees to always reply, “My pleasure.” Should you pay this much attention to what your employees say? Absolutely. In his book “Age of the Customer,” Jim Blasingame observes that products and services don’t set you apart from the competition in the minds of your clientele: their experience with you does. Ensuring that the unique relationship you have with your clients stays positive is well worth developing some standard practice guidelines for your team. I’m going to let you in on a secret. Despite what you may have heard, metal roofs are not that loud in the rain! As a matter of fact, when your home is insulated properly, it is as quiet as a traditional roof when it’s pouring outside. I’m not claiming a big roofing conspiracy led by shingle manufacturers, because that’s just not true, but I do want to explain how metal roofing came to be regarded as the noisier option and why you should consider it for your home. HowMetal Roofs Got a Bad Rap In many cases, the reverb in older commercial buildings has perpetuated the idea that metal roofs are louder. This couldn’t be further from the truth in the world of metal roofing today. Just as style options have evolved, so have the ways metal roofs are installed. New technology and a superior understanding of best practices have transformed metal roofing into one of the quietest options in the industry. DEBUNKING THE MY TH Metal Roofs Are Not Noisier
For some businesses, this means that “no problem” may be just that. If an informal, down-to-earth vibe fits your business, this millennialism may be harmless. But it doesn’t do you much good, either. The problem with expressions is that everyone uses them, and the whole idea is to stand out in the minds of your customers. In many cases, a “you’re quite welcome” or even a “my pleasure” can make an otherwise forgettable
interaction stick out in the minds of your customers.
The Truth About Today’s Metal Roofs Every metal roof comes with an underlayment and a roof deck of some sort. This roof deck dampens noise, drastically reducing noise levels in the event of a downpour. In many cases, this makes metal so quiet that many people say they cannot hear anything. This isn’t just for rain, either. Falling twigs and branches and even walking on the roof are as quiet as or similar to any other roofing material. If you’re interested in learning the nitty-gritty behind the noise associated with metal roofs, reach out to me today. I’ll be happy to explain all the ways metal can meet your needs and the incredible benefits behind making this investment for your home.
Central Michigan Roofing | (269) 758-3330 2
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