While vacationing with my family in Destin, Florida, we had the opportunity to eat at the Bubba Gump Shrimp Co. It’s a neat place to eat, and the food was delicious. One of the things that caught my eye at Bubba Gump’s were the signs positioned on each table, flip-style signs with a red placard that said, “Stop Forrest Stop” to alert servers that the diners needed something.
When no assistance was needed, the blue placards were flipped into view, reading “Run Forrest Run.” This humorous but functional table adornment was very convenient for diners and servers alike, and all the servers did a wonderful job of paying attention to the signs. Of course, good customer service is always in order, so even when we had our blue sign displayed, our server still stopped by to make sure we had everything we needed.
That concept made me think about how we serve our customers. When a customer calls in, it is similar to them putting up their red sign, and we’re more than happy to help them with whatever they need. However, what do we do when the blue sign is up and everything is okay? Customer service does not start and end when there are problems. Are we proactive enough to call our customers, write them, or shoot them an email, just to make sure all is well in their air-conditioned or heated world? As the old adage goes, it never hurts to ask, and sometimes, we won’t even know that someone needs help unless we approach them first.
Our CSR and Service Technicians can do a world of good by asking:
Would you like any filters delivered with your service call?
Are there any cold or hot spots in your home?
Does anyone in your family suffer from allergies?
Do you experience problems with dryness during certain seasons?
Is your thermostat accurate?
Is your furnace too noisy?
Are you experiencing higher-than-usual utility bills?
Are you comfortable?
These questions will help you discover when your customers have a problem and haven’t yet held up their red sign. We must always be ready to “Stop Forrest Stop” when our customers need help, and sometimes that means stepping up to check while the sign is still blue.
HVAC Business Consultant