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"Mr. Jim Clark was my point of contact with Champion; he was courteous, professional and extremely helpful. It was a pleasure doing business with him. The members of all of the crews, water removal/drying, carpet layers and packers were courteous, professional, arrived on time, and completed work in a timely manner. In addition, they were friendly. We are very pleased with Champion's response and work and I will gladly recommend Champion to others. I will express my satisfaction with Champion to USAA." - Water Damage in Fayetteville, GA

"I have never been as impressed with a great group of young men. Very professional, efficient and knowledgeable of their line of work. Considering the age of my crew; they out-performed the middle and older aged men I have worked with in similar job requests. Thank you!!! Big kudos to Colby...loved this kid!!!" - Water Damage in Ellenwood, GA

"The crew was super courteous and professional. They also showed a level of compassion that was an unexpected surprise. They also took the extra step to explain every step." - Water Damage in Jonesboro, GA

"If I hadn't seen the damage beforehand, afterwards I wouldn't have know it had occurred. Great group of people both repairing and managing the crews." - Water Damage in Peachtree City, GA

“Champion has done a super job in getting the house squared away. All of their employees and subcontractors have been professional, courteous and helpful in answering our many questions and keeping us informed of schedules and other matters.” - Fire Damage in Peachtree City, GA

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Wednesday
Jan142009

The Human/Business Model

jerry1In the restoration business, when it comes to Customer Service, it is imperative that we apply The Human/Business Model.  What is it?  Simply put, in any interaction, a customer has both business and human needs that have to be satisfied.  There are always human needs that need to be satisfied during a business interaction.  Ignoring these human needs may leave a customer feeling upset even when the business service is outstanding!  Exceptional customer service providers understand their customers' business and human needs.  How can we identify these needs?

Business needs might include:  affordability, timeliness, fair value, quality product, repairs made according to current building codes.

Human needs might include:  good communication, compassion, empathy, respect, patience, reassurance, being made to feel important.

Keeping both business & human needs balanced is the key in providing excellent customer service.  This can certainly be a challenge, since one aspect does not outweigh another.  Our success is based upon how much each employee cares about the part he/she plays in satisfying these needs for our customers. Never forget the perspective each customer has from the very moment this interaction begins, "I don't care how much you know, until I know how much you care." (source material drawn from Customer Service and Homeowner Relations: Defining the Scope and Responsibilities of Superintendents)

Jerry Quarles - Estimator

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