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Communication, Feedback, Follow up
Communication, Feedback, Follow up
What makes you think less of a company that is excellent is all respects except for one little area that can be a big turnoff?
I would submit it's communication, feedback and follow up.  I know, that covers a lot,  but if that's a company's weak point, it could break them.
Case in point.  Last year I had a new AC system installed.  Workers were very nice, cleaned up after themselves, and did a great job.  Fast forward to this spring.  Contract says we get 2 years check up and service if needed, free.  OK, service man came and said we needed a new filter, takes about 4-5 days to order and replace.  Fine.  After 10 days I don't hear from them, so I call and the response I got was, "I can't understand why this was not taken care of, let me check"  Great, but I don't hear from anyone for another 7 days.  No follow up, poor communication, no feedback.  Now I'm starting to feel like they don't care about me.  So I call the company again, voice my frustration, and get a quick response.
Now for the big question.  How are we with our ... more

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