I called "Jims Antennas" to (surprisingly enough) fix my TV reception. The whole experience was very good, excellent service and would highly recommend them. If you are in Perth, Western Australia, ask for Nick Middleton (131 546).
Some observations of the service provided and why I thought it a good experience:
- Timely call centre and technician response - call taken with 3-4 rings, they notified a regional technician who "will call back within 2hrs", the technician actually responded within 5mins, offered a range of dates/time and locked in the booking;
- Arrival "on time" - phone call prior to arrival, came within 5+-mins of stated time;
- Well mannered and proactive - technician introduced himself, addressed client as "Mr", did not enter property or home unless invited, did not pressure for a sale;
- Focused on the problem rather than solutions - asked what the problem is, if I stated talking solutions he refocused the conversation, used electronic scanning devices to validate issues, had a physical look at cables, connections, aerial then made an informed assessment;
- Options and full price clearly communicated - clearly discussed options, costs and benefits, what he wouldn't recommend doing, quoted FULL walk-away prices with warranty;
- Work steps communicated - quickly stated what he would do and in what order, would provide detail if asked, if he came across an issue it was promptly discussed and addressed;
- Quality - used thicker/shielded cable, shoes off when in home, towel on gutter/ladder to avoid scratching, took care walking over tiles, redid all the connectors, face-plate and made up a cable from the wall to the TV;
- Work assessed with client for approval - walk through of work performed with client, full testing of TV, took time to scan-for and walk the channels. Left cards for contact.
All basic stuff for a professional, but often overlooked.
