We’re all complaining about problems we’re having in the service sector since the pandemic wreaked havoc on all types of businesses. Have you spent 90 minutes on hold with a utility to clear up an incorrect bill like I have? If you’ve ordered new furniture, you may have been told the wait time is four to six months due to supply chain issues. And if you’ve been out to eat, you’ve probably experienced slower service (due to staffing issues) and higher prices.
Well, in this edition of the Diamond Certified Consumer Report, I’m not going to talk about those complaints. Instead, I want to highlight some excellent experiences I’ve had lately with a variety of service providers, starting with Diamond Certified plumbers.
One Friday, the water department notified me that I had a potential leak in my home. My husband and I were out of town, so we asked a neighbor to turn off the water until we returned on Sunday. I called two plumbing companies that responded immediately and had next-day appointments available for their leak detection services. I was so impressed by their responsiveness.
Another example of good service was at a neighborhood hardware store. At least three employees offered to help me find tape to repair a dryer hose. But wait, there’s more. My local drugstore has improved staffing since the beginning of the pandemic. Unlike the past few years, now the customer line for the pharmacy moves quickly. And to my surprise, I easily reached a representative when I called an airline about reserving a wheelchair for a friend arriving from overseas. In addition to assuring me the wheelchair would be at the gate, she spent extra time telling me the best way to meet up at the terminal, given our friend didn’t have a U.S. cellphone at his disposal.
I greatly admire the businesses that are hustling and facing the challenges of the pandemic head on. Yes, we consumers still need to be more patient and understanding of extenuating circumstances. At the same time, we need to applaud, acknowledge, and recommend companies that responded to the challenges of the pandemic and found that the key to survival is to serve their customers better. It’s time to give credit where credit is due.