We’re All About Customer Satisfaction
We’re All About Customer Satisfaction
We Bend Over Backwards To Put Your
Electrical Services Needs First
From our very beginnings, Shafnisky Electric has been concerned with service. In fact, customer service is what we do, while professional electrical services is how we do it.
We started the company to improve our customers’ lives, and we maintain that goal to this day. Yours and other homes or businesses in the region are the very reason we exist.
Without you, we’re nothing.
So, we put your well-being at the center of every choice we make.
Before every point of decision, we always ask ourselves, “Does this benefit the customer?”
If it benefits you, we can move forward. If it doesn’t, we look for a solution that will.
Why?
It simply isn’t worth doing if it won’t improve your life, household, or business. Otherwise, we’d just be performing electrical services for ourselves, and that’s not the reason we’re here.
What Does A “Customer-First” Mindset Look Like?
At Shafnisky Electric, we’re your friendly neighborhood electricians, and we pride ourselves on maintaining a “customer-first” attitude. But what does that mean?
It means we put you at the very center of our company’s decision-making.
For instance:
- We pay attention to details that matter to you.
- We design electrical services with you in mind.
- We go beyond your expectations when delivering results.
- We customize or install products and services that anticipate your needs.
- We put your safety, wants, preferences, and satisfaction at the top of our list.
This customer-centered outlook has been at the core of our corporate culture since our founding, and we sometimes lose sleep over concerns that we might be able to do even more.
However, the ultimate yard stick we use to measure our success is your satisfaction. Here are some steps we take to ensure it.
Empowered Office Staff
Although we shoot for perfection, we sometimes miss the mark. It’s rare, but it happens. When a customer calls to protest, we take the critique very seriously.
However, our leadership may not be immediately available to respond. They may be out of the office, on a job site, or handling other things. This used to cause delays in addressing some customer complaints.
But not anymore.
We’ve empowered our office staff to make unilateral decisions about customer service issues. They no longer have to get approval from the owner – they can take care of the problem themselves.
Immediately.
They will do what’s needed to satisfy the customer. They’ll send a foreman to review the work or even schedule necessary repairs. Clients no longer have to wait hours or days for satisfaction.
They can talk to someone with the power to help them right away.
“We’re Sorry For The Inconvenience.”
We understand that your time is valuable, and any aggravation you experience due to a mistake of ours should be compensated. That’s just common courtesy.
We’d FAR rather lose a few dollars than have an unhappy customer
So, we’ll send out a heartfelt apology letter, accompanied by a restaurant gift card, gas card, or another expression of remorse and appreciation for your patience.
We’ll take responsibility and explain what happened, but we won’t point fingers or shift blame.
We’ll just make sure you know we’re sorry and that it won’t happen again.
A Teachable Opportunity
And it won’t happen again!
Why not?
Because when one of our workers or teams makes a mistake, we don’t take the loss. In fact, we never lose. We either win or learn.
We transform that mistake into a teachable moment. The whole team gathers around a table and shares what happened. We discuss the following as a group:
- What happened?
- How did it happen?
- How can we prevent a recurrence?
- What systems can we put in place to avoid this?
Even our rare errors provide opportunities for customer satisfaction, whether through empowered office staff, apology and outreach, or the opportunity to learn and improve.
So, if you need high-quality electrical wiring or electrical repair, work with an electrical services contractor committed to customer satisfaction. Contact Shafnisky Electric in the Lehigh Valley to request your free quote.