What's Customer Service?



Customer Service


In my Cleaning and Restoration classes I talk about a hypothetical customer service situation. 

A woman, who just moved to town, needs a ceiling fan installed. Since she hasn’t had time to make friends and get recommendations she goes to the internet and picks an electrician to call.

The appointment is for 8:00 am. He arrives at 8:45 am. The truck is dented and dirty. He gets out and finishes his cigarette, which means he will reek of cigarette smoke when he goes to the door. He is wearing a dirty old t-shirt, jeans, and sneakers and hasn’t shaved in a couple days. He, also, doesn’t smell too good.

The woman watches him walk up the front sidewalk and thinks, “My God, who did I call?” At the door he mumbles something about a ceiling fan. He then goes to his truck and hauls out a dirty old ladder and shabby looking tools.

Our man gets to work. He bores a hole in the ceiling, making no attempt to clean up the mess. After some wiring and installation, he’s done. He turns on the switch to see if the fan works. Success, it lights up and the fan spins. He collects his check and as he’s riding down the road, thinks, “Another successful job.”

Meanwhile, our new homeowner is thinking, “He’s never coming back to my house!”


This happens all over the country, ever day. companies that think good service is, solely, technical skill, giving little thought to emotional connections.

Was our homeowner impressed that an electrician could install a ceiling fan? No! She expected that he could do this.

What would have contributed to a positive experience?

On time

Calling if going to be late

Clean truck - no dents.

Clean and pressed uniform.


Smell good.


Eye contact.

Speak clearly.

Listen carefully

Shoe covers.

Clean up any messes


You get the idea.

You need highly developed technical skills but that’s not enough, to be seen as a great cleaning and restoration business!  


It’s been determined that half the impression someone gets, of another person, is based on what they see, before a word is spoken. The next major influencer is how you sound and what you say. Studies of juries have found that they believe witnesses who look and sound good. Despite college degrees and certifications, when the witness is shabbily dressed and mumbles they are, often, not believed.


Your customer is your jury. What do they see? How do you make them feel? If you clean carpet, you are one of many in town who can do a great job. Doing it with style and professionalism puts you in the minority.

Southwest Airlines has loyalty because of the caring attitude of their people, not the skill of their pilots. (They are skilled!)

Good service is not only technical skill; how people feel about their experience with you is critical.

Always remember, you are dealing with thinking, feeling, human beings.




                       MAKE MONEY



                              Dennis Klager




Copyright 2012 by Dennis Klager