Good service is like integrity, both can be demonstrated by doing what you say you’ll do, when you’re expected to do it.
The trash company I use was bought by a larger established firm. The advantage: A new recycle container that is as massive as my old trash can. The dilemma: What to do with the two small containers the previous company gave me. The presumed solution: Put the old containers on the curb on my normal recycle day.
I did. Nothing happened. I was wrong.
I called the company, explained the situation and officially scheduled a pick up. I again put the bins on the curb. Nothing happened.
When I called back to find out why, the nice representative said they had fallen behind, but if I put the containers outside on the next service day, they would retrieve them.
Today is that day. I put the bins out again. After the trash truck leaves, I go to collect the can and find two additional recycling containers. That makes four, which I’m sure is not the same as the zero I expected.
As I type this post, I’m on hold with the company – five plus minutes and counting… They CAN’T send the truck back today, but, they’ll get all four containers next Monday. I’ll have to wait. What choice do I have? Is this indicative of their service?
I was about to hit publish on this post when a truck drives up. You know, the one they couldn’t send back today. The driver gets out and walks toward my old bins. I run out to the street before he can get away.
“Can you take those too?” I say pointing to the bins with the new company’s logo on the side.
He looks exasperated. “That’s what you ordered.”
“No, I didn’t order anything.” He takes all four cans and drives away.
It only took three phone calls, 20 minutes on hold, four extra roundtrips to the curb and one annoyed driver before I could say, “Mission Accomplished.”
Maybe their service wasn’t so bad, but I want better.