http://www.solarglass.com/2010/04/09/chapter-four-everything-in-its-place/ Our business is windows and doors. Fri, 23 Dec 2011 22:56:55 +0000 hourly 1 http://wordpress.org/?v=3.3.1 http://www.solarglass.com/2010/04/09/chapter-four-everything-in-its-place/comment-page-1/#comment-12 Gwenael Hagan Fri, 09 Apr 2010 21:00:03 +0000 http://www.solarglass.com/?p=952#comment-12 It was a pleasure meeting with this homeowner. I arrived just as our installers were putting on the finishing touches. We pride ourselves on the quality of work and in this case, hat’s off to the installation crew. I was very happy with the stain match and thus happy that we handled that problem (see last week’s chapter). As we dove into the blind fitment problem, I knew that, notwithstanding the effort on the part of our sales consultant, a guy I am proud to have on the SolarGlass team, we were the source of the problem. Moreover, my thoughts and decision were guided by an adage learned long ago and put to use countless times since: problems handled right increase customer trust and satisfaction to a level higher than that which would have been true absent the problem. It was a pleasure meeting with this homeowner. I arrived just as our installers were putting on the finishing touches. We pride ourselves on the quality of work and in this case, hat’s off to the installation crew.
I was very happy with the stain match and thus happy that we handled that problem (see last week’s chapter). As we dove into the blind fitment problem, I knew that, notwithstanding the effort on the part of our sales consultant, a guy I am proud to have on the SolarGlass team, we were the source of the problem. Moreover, my thoughts and decision were guided by an adage learned long ago and put to use countless times since: problems handled right increase customer trust and satisfaction to a level higher than that which would have been true absent the problem.

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