Exceeding Customer Expectations
Home Organization Dealer Raises the Bar in Meeting Customer Needs
We've all been there – whether we need cable installed or the dishwasher repaired – we’re told “to expect them sometime between 8 and 5.” When they do finally arrive, the worst of them track in our homes whatever has been on their shoes for the past week and then tell us they can’t finish the job because they’re missing a part. Why, we ask, can’t home service be better? Well it can.
Meet Carl Seymour, owner of Get Organized of Michigan, a home organization company that helps customers organize any area of their home – from master closets to garages, home offices to kitchen pantries. He competes against a whole slew of organization companies that offer a similar line of products. The way he differentiates his company from the rest of the pack is through exceptional service. “When it comes to service,” Seymour says, “we stand alone.” “
Our goal is to provide the best home service experience our customers have ever had.” Home organization, explains Seymour, is very hot right now. With the combination of busy families trying to fit lots of “stuff” into larger homes, people are screaming for help to organize it all. “We offer smart storage solutions and so do some of our competitors. But none of our competitors can touch our customer service. Our pledge to each and every customer is to provide exceptional service from our first call to final installation. In that, we are unique.”
A March 2005 article in the Harvard Business Review touched on this very notion of minimizing customers’ time and effort by delivering exactly what they want, when and where they want it. James P. Womack and Daniel T. Jones, the authors of the article “Lean Consumption,” start off with the observation that for most of us, the process of buying a product or service requires an inordinate amount of time and hassle. Consumers, they say, face a growing dilemma of more choices to make and products to manage with decreasing time and energy, which creates a major opportunity, they say, for providers – like Carl Seymour.
Carl explains it this way. “We begin by listening to our customers. What are their needs? Where do they need help organizing? We don’t assume to know what they need before they’ve had a chance to explain it to us.” Seymour understands that every customer is unique with his or her own individual personality, home and lifestyle. With that comes their own specific organization needs. “We tailor organization solutions specific to our customers’ needs while always trying to maximize the value of their home.”
It is this consultative approach that sets Get Organized of Michigan apart. They promise to communicate clearly, keep commitments, respect customers’ time and treat their home as if it were their own. Seymour believes that Get Organized of Michigan is the only home organization company that can go into customers’ homes with a laptop, create a three-dimensional custom solution for their specific organization problems right there, and schedule a date and time for installation, at the customers’ convenience, on the spot.
This is a tried and true process, Seymour says, that has resulted in happy customers who return again and again. Take Mike and Brenda Kelly, a Plymouth couple who called Seymour in January of 2004 after reading an ad in a local paper. They wanted “his and hers” closets, which Seymour designed right at their kitchen table. They were installed according to the Kellys’ specifications and based on their schedule. The Kellys called back later that year; they were moving and wanted Seymour’s help in designing several places in their new home – their master closet, pantry, guest closets and garage. All work was completed – designed and installed – before the moving trucks arrived. A few months later, the Kellys called again. They wanted to change one of their guest rooms into a home office. Done, exactly the way they wanted, and where and when they wanted it.
While not all of Seymour’s customers provide as much repeat business as the Kellys, the process of focusing on the unique needs of each customer and providing “efficient, seamless, delightful” service doesn’t change whether it’s a multi-room project or redesigning a simple reach-in closet to maximize space.
