We receive lots of enquires every week. Some turn into jobs while others are looking for information. We treat all contacts with customers the same. We listen to what they have to say and direct them accordingly. Even those calls that sound like a wind up!
Earlier in the year we had a phone call from a man that wanted a toilet seat repaired – Yes that’s right – toilet seat, and yes I thought it was a wind up. Even so, I listened to what he had to say. I got the impression that as he was relating what had happened, he suddenly realised that what he was asking was a strangely funny request. His voice changed, it now had some amusement in it. The conversation between us then turned in to a bit of a joke. Even so it was a genuine enquiry for a repair.
I had to admit that it was not a repair we did on a regular basis and if he was serious about it, then he would need to bring it along for us to look at. He was as good as his word. A couple of weeks later he turned up.
We talked and joked about the phone call while we looked at and tested to see if it was a thermoplastic. It proved to be otherwise, in fact we do not believe it was a plastic at all but some kind of stone composite.
He pressed us to repair it. It was not a job that we really wanted to get involved with. But agreed in the end to have a go with a two pack urethane. I assured him that we would not put it on the shelf and forget about it, but he would need to allow a couple of weeks so we could plan how we would repair it and once planned carry it out.
I had the impression when he left us that he didn’t believe that we would be in-touch in a couple of weeks. To his surprise we called two weeks later and to our surprise he was very pleased with the result.