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Wednesday, 12 October 2016 00:00

Customer loyalty requires more than just quality product

At ACCOR, we are no strangers to positive feedback from our customers — plumbers, contractors and maintenance managers. Since our sales are mostly direct to commercial clients, however, we don’t typically hear back from the end users like homeowners. Which is why this recent testimonial from a homeowner particularly struck a chord:

Homeowner Testimonial - Expectations Exceeded

I have been shockingly surprised at the level of service that Donna and ACCOR® have provided. I confidently expected to be disappointed and instead had all of my expectations exceeded, from my first phone call, to the follow up call and email from Donna, to the replacement part arriving in a timely manner. After running into a complication due to the way the plumbing was run to the valve, ACCOR stepped up again and instead of leaving me on my own they quickly had an excellent local plumber contact me who came out at 8:00 the following morning to perform the replacement. The plumber informed me that in his entire career he has only seen a couple of ACCOR valves need replacement which tells me that every department of this company adheres to the same escalated standards.

Thank you,

M. Thomas

 The individual needed a replacement valve but after we promptly sent the part, the homeowner ran into an issue related to how plumbing connected to the valve. We didn’t want to leave the homeowner hanging. So we tapped one of our local plumber clients, who contacted the person and fixed the problem the next day.

“I confidently expected to be disappointed and instead had all of my expectations exceeded,” the homeowner wrote to us later. “The plumber informed me that in his entire career, he has only seen a couple of ACCOR valves need replacement, which tells me that every department of this company adheres to the same escalated standards.”

While we pride ourselves in the superior quality of our products — and a negligibly low failure rate — the homeowner hit the nail on the head, so to speak. Indeed, every department at ACCOR adheres to the same standards. And that includes customer service. For us, the exceptional quality is just one part of our business philosophy. Customer service is as much a priority as our unflinching dedication to quality. To hear our customers validate those values is a great honor.

Read more testimonials here.

 

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