Splish Splash, I Was Taking A Bath

Natalie Thomas, secret shopper, asks what you do when you slip up.

Welcome to PhoneSmart’s Property Management Blog, the ins and outs of property management.

My boyfriend and I are new home owners. The one thing I really wanted in our home was a jetted bath tub. So, I got it. The tub was installed and then a tile guy came to tile around the tub and up the walls. At some point during the tiling, he dropped a tile and the corner of it went through the tub. The builders bought some repair kit and tried to patch it so that we could use the tub. The builders scheduled a tub repair man to come by and fix the hole. The man fixed the hole and it looked good as new. Well, now a crack has appeared. We called the builder who said they would call the repair guy. Finally today the repair guy came over and looked at the tub. He was not the one who repaired it in the first place so he said he couldn’t do anything for it. If we did want him to repair it, he would have to take all the texture out of the bottom the tub. The texture is the part that keeps you from slipping so it’s not a good idea to remove it. Aaack! We just want the tub fixed, but we are inadvertently getting the runaround.

What program do you have set up in your business for helping customers with a problem? Do your customers have to talk to more than one person to get something resolved? Do your customers ever get the runaround, even if it is not on purpose?
Try to narrow down the time and people it takes to fix a problem. This will be greatly appreciated by your customers.