Customer Service

by - 7/24/2018


Last Friday I went into work for a couple of hours, and Jack came with me. These pics have nothing to do with this post, other than they were taken in my office. :)

Yesterday, the gal who normally answers the phone at work had the day off, so I got the lovely pleasure of talking to customers all day. Near the end of the day, a call went a little something like this:

"Hi, do you do emergency work orders?!" the woman breathed frantically into the phone.

I glanced at the clock: 4:15. We close in 15 minutes. Not likely that we'll have a guy who probably just got home that'll want to come back to work.

"Um, it depends. We don't have someone on hand for emergencies, but sometimes we have guys who are willing to do some extra work! What's going on?" I asked, almost certain I couldn't help.

"Well, we were cutting down a tree at my parents' house, and it hit the power to the house. Because of the holiday tomorrow, the power company told us we'd be without power for 2-3 days! We've got family coming in from out of town, and we really need to get this fixed tonight if at all possible." 

"Let me see what I can do."

I run to Jon's office; he's scheduling appointments today. I know what he'll say, that we don't have anyone available, but I ask anyway, "do we have someone that could cover an emergency?"

The look on his face says no, but the great thing about Jon is he says he'll try anyway.

I leave it in his hands as I walk back across the hall to my office and listen as he calls 4 different electricians who all, understandably, say no.

Finally, he gets through to Rod.

"Rod," I hear Jon say, sounding as though he's already accepted defeat, "do you want some extra work tonight?" 

Pause.

"Okay, really?!" 

Pause. 

"Yes, I'll call and get the address right now!"

Triumph.

Quickly Jon hangs up with Rod and calls the customer back. "I have someone in Farmington who can be to you in about 15 minutes." 

I can almost hear the relief on the other end of the line. As he figures out the minutiae with the customer, I can't help but smile. 

This is going to be a big, probably long, job. What are the odds that an employee would want to do late-night work the day before a holiday? What are the odds that a company that technically doesn't do emergency calls, can find a willing employee? 

That's what's so great about working at JP Electrical. The teamwork. The willingness to step outside of what you may not want to do, to help someone else. Sure, we're getting paid, but it would've been understandable to tell the customer no and send her on her way.

But we CAME THROUGH! And I just kind of felt like a superhero, because I told the lady I'd try to find out for her. Sure, it wasn't really due to me; Jon and Rod are doing all the hard stuff. But I could've told her no and hung up the phone. Yet, something in me knew we should try. And I liked being a small part of it.

Now these kind people won't have to go without power (and especially AC!) on a hot July day, and on a holiday no less. And I'm pretty proud of that.

Happy Tuesday.

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