In any service-oriented business, delivering exceptional customer experiences is key to building lasting relationships. A true testament to this is when companies go above and beyond to ensure customer satisfaction, even when it means making changes after the installation is complete. In this customer success story, Scott shares a memorable experience with a client that highlights how flexibility and attention to detail can turn a potentially disappointing situation into a positive one.

Transcript:

Interviewer (Andrew Curtis)
Scott, let's talk about customer success story. What have you heard out there working with customers? What's the real world experience?

Interviewee (Scott Dorrell, Co-Founder of Modern Day Window & Door)
Yeah, you know, I will say I have one that's on the top of my mind. I just saw this customer this week, so I stopped by her house to drop off some touch up paint for the door we installed so they'd have some touch up paint to match both sides of the entry system that we put in. She lives right by Prairie View golf course in Carmel, beautiful home.

And I went to her house and we designed a really nice entry system for her. It was beautiful and we discussed it. We talked about it and we installed it. And on install day, my customer said, hey, Scott, I don't like how this door swings open. So it was hinged on a different side than we had originally discussed, and that was what was signed off on. That's what we had agreed on. And at the end of the day, contractually that's what she purchased. 

But I went back out to her house during the install. I sat down with her on the couch and I asked her. I said, Angie, you know, are you going to be happy in your home if the door opens like this? And she thought about it and she said, I don't think so and that didn't sit well with me. So I talked to my partner, Andy, and we decided to order a brand new door for her, come out and install it. We did not charge her anything for that door. Her original door that we put in is now a display model that we use at the shows. 

But when I stopped back by to see her, she was just over the moon excited about her new entry system and, you know, couldn't stop raving about the experience that she had with the installation side of us putting in the entry door, the workers that came out to the home and just the overall customer service. So that's that's on the top of my mind. I just saw her this week.

Interviewer (Andrew Curtis)
Well, that's what the customer service experience is really all about.

Interviewee (Scott Dorrell, Co-Founder of Modern Day Window & Door)
It was pretty cool. Yeah.

Interviewer (Andrew Curtis)
Very nice.

Interviewee (Scott Dorrell, Co-Founder of Modern Day Window & Door)
Absolutely.

Interviewer (Andrew Curtis)
Hey, thanks, Scott.

Interviewee (Scott Dorrell, Co-Founder of Modern Day Window & Door)
No problem.