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Fire & Water - Cleanup & Restoration

Seeing is Believing

2/2/2021 (Permalink)

Seeing is Believing

Today’s blog was written by a phenomenal former employee of ours, Matt Paxton. We strive to be the best and to do the best for our customers and our team. To hear directly from a team member that we are doing just that is music to our ears. Thanks, Matt.

“*WARNING* Personal Blog ahead…. I’ve worked for SERVPRO for going on two years now and have had the opportunity to observe a few things that I believe are worth mentioning. I am not necessarily the “new guy” anymore but compared to the tenure of many of my colleges I am. As I find myself on the backside of 40, I have held a number of positions with a number of different companies. Each company having their own culture as well as employees and owners with different quirks and different ideas about how a business should be run, and different attitudes toward customers and the importance of customer satisfaction. What I am here to say is that SERVPRO of North Kanawha and Teays Valley cares more about it’s customers than any place I have ever worked before. They are absolutely customer obsessed!

Perhaps it was the precedence established by David Duff 30 years ago when he started the company, but current owners Julie and Stephen Reynolds start and end each day with the customer’s best interest in mind. The conversations held behind closed doors around here are not, “Hey, how can we squeeze a little extra money out of this job?” but instead are more along the lines of, “This customer is in a bad situation, how can we help them.” or “This is a fantastic cause, how can we help them achieve their charitable goals.” This might all sound common, but I assure you, this is not the mindset of many businesses today.

The office staff is no exception. The Operations Manager, Production Manager and ladies in the front office are absolutely dedicated to their jobs 24/7. There is not a doubt in my mind that they all lose sleep worrying about how a job is going and if a customer is ok. And don’t even get me started the production crews. When you work in someone’s home you cannot help but form a bond with these people. I cannot tell you how many times I’ve been standing around the water cooler and hear production staff discussing with other crews the nuances of a customer’s situation and preparing them with expectations for their own visit to the home.

If this sounds cheesy, I apologize but it is absolutely true and needed to be said. SERVPRO of North Kanawha and Teays Valley will be more committed, top to bottom, on your loss and getting you back to normal. Don’t believe me? Give us call, because seeing is believing.”

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