Diamond Certified Blog

I have to give the lab I complained about a big “thumbs-up” for responding quickly to my complaint about poor service. I waited 1.5 hours for a simple blood test due to inadequate staffing. I wrote to the head of media relations and in less than 24 hours, I received this response:

“We apologize for the poor experience you had during your visit. We are working on the appearance of our PSCs and staffing the labs appropriately. Unfortunately we are experiencing a shortage of service technicians and we are in the process of remedying this situation within the next 2 weeks. Along with this there will be re-training involved on how to handle PHI and confidentiality. Read more

Take a look at this youtube.com video called Fraud: An Inside Look.

The Federal Trade Commission created this 10-minute video that shows you how easy it is to get conned. The deceptive practices range from making unsubstantiated earnings claims for business opportunities to giving phony references with people who are in cahoots with the fraudsters.

With the economic downturn, these types of scams are on the rise. If you’re approached with a questionable offer, the con man in the video suggests this one thing: “Fast no’s and slow yes’s. That’s all you have to remember.” Don’t get caught in their web and get pressured into anything on the spot. Read more

You don’t hear this too often. “What could I have done differently, if anything, to win your business?”

The owner of a kitchen cabinet showroom sincerely wanted to know why I had purchased cabinets elsewhere. I had visited there weeks before while putting together a plan for my kitchen. I returned to his store to buy countertops because he was knowledgeable and friendly, AND not pushy. I wanted to give him at least some of my business.

I explained that my contractor and I had decided to go with custom cabinets instead, for a variety of reasons. He told me that asking that question repeatedly and listening to customers’ answers helped him improve his service. Read more

All of us have to resolve conflicts at one point or another. You might have disagreements with a co-worker, a relative, a spouse, a child, or with a business you hire. I was at a workshop recently where the expert introduced an approach for resolving conflicts that seems to work.

The method goes by the acronym LEAP, which stands for Listen, Empathize, Agree, and Partner.

Here’s how I used LEAP this week when dealing with a late delivery for my new gas range. First I called to see why the delivery hadn’t been made within the promised two-hour time slot. I LISTENED while the representative explained the crew was running late. Read more

In a recent Stephen Sondheim radio interview, the famous composer and lyricist made an interesting comment. “Familiarity breeds content,” he said, and that struck a chord (pardon the pun) with me. This is a play on the well-known saying, “Familiarity breeds contempt.”

Sondheim started me thinking about the meaning of his phrase as it applies to customer service and satisfaction. What came to mind was the contentment I feel when I have a long-term, on-going personal relationship with a provider. When I need my trees trimmed, I know Joe will take care of it, no problem. Toilet back-up? I have George’s phone number at my fingertips. I don’t need to shop around for another carpet cleaner; Read more

I wanted three estimates for new kitchen countertops. I knew the dimensions, the color and the type of material I wanted. Should have been an easy process, right?

For the first estimate, I made an appointment with a specific salesman at the showroom. I waited 30 minutes while he was with another client, but when I wasn’t even acknowledged I walked out the door.

I faxed the second estimate request as a different salesman at a different store advised. Several days have gone by and I am still waiting for a response.

The third company stood out because they’re right on top of things. I faxed the information; the lead estimator called for more clarification on the backsplash, Read more

I often say that one of the best ways to judge a company’s commitment to customer service is by how they handle things when something goes wrong. An auto body shop I did business with recently passed that test with flying colors.

The damage from a car accident cost more than $3,000 in repairs, and the job took several weeks to complete. Happy to get the vehicle back after so long, we drove right to a car wash. Minutes later, the manager called me over to point out that radiator fluid was pouring out of the vehicle. Nearly everything under the hood had just been almost entirely re-built, including the radiator!

Here’s the happy ending. Read more

Do you ever approach a large home improvement project or a major purchase with fear and trepidation? Right now, my husband and I are making some changes around the house—buying new appliances, a TV for the bedroom, drapes for the living room. We both dread the prospect of spending precious weekends at the mall or at appliance showrooms, and that’s after you invest time in figuring out what you want.

If you’re a savvy consumer like me, I do my homework, but streamline the process. For starters, I only go to trusted sources for information on products. Consumer Reports magazine is always my first choice when it comes to finding objective and independent ratings for most items. Read more

Because I am in the middle of planning a kitchen remodel and getting some foundation work done, I found these to be wise words from a Diamond Certified Guest Blogger, Michael McCutcheon, owner McCutcheon Construction, Inc.
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I was thinking this morning about the language we use when we discuss negotiating with people. “I’ve got to play hard-ball” with this guy….

“Hard-ball” is a pretty good analogy for taking a tough negotiating stance. Hard-ball is very much a game of intimidation, particularly when the pitcher tries to “brush back” the hitter with one that’s “high and tight.” A pitcher will deliberately throw at a batter’s head in order to get them to “back off” the plate. Read more

Have you been thinking about installing new windows? John Gorman, owner of Save Energy Company, a Diamond Certified company, says if you buy double pane energy-saving windows now, you will qualify for a maximum of $1500 in federal tax credits. You’re allowed to deduct 30% of the cost of the materials through 2009 and 2010. For more detailed information on the tax credits, go to www.energystar.gov. Double pane windows have improved a lot over the years, according to Mr. Gorman. Besides reducing your energy bills, they eliminate mold and mildew. People find that the new windows reduce street noise, which is a huge benefit. New tinting blocks harmful UV rays, so they protect your rugs and furniture from sun damage. Read more