Customer Introduction and Referral
Hi, this is John Dale from GlobileNet again. Just a little case study in customer interactions. I had a call from Jonny Lee. He had an investment property in Westmead, an apartment, and he had been referred to me by one of our other customers.
Initial Problem with Compliance
He wanted me to go to the apartment because the energy provider needed a certificate of compliance, basically, for the installation.
Inspection and Safety Issues Found
Now, on visiting and having a look at the installation, I couldn’t give them a compliance certificate because there were no safety circuit breakers installed in the switchboards. Well, these days you have to have a safety circuit breaker on all types of appliances and power points.
Outdated Standards Requiring Upgrade
But going back in the day, you could have just safety circuit breakers on power points and not on the lights. But this dated even further back, so it didn’t have any safety circuit breakers whatsoever, and it required a switchboard change.
Verification of Electrical Safety
Then, of course, we had to verify the installation as being up to scratch. We had to remove power points and all the switches just to have a look and make sure that they weren’t likely to be in any trouble.
Quoting and Job Completion
We completed that job after consulting and giving him a quote within a week.
Dealing with Energy Retailer Delays
When we went there, we changed the board. We did have a problem with the energy authority or the energy retailer because they wanted the certificate sent in a particular way. When we sent it that way, they said “Oh, that’s no good.”
Going Above and Beyond for the Customer
So the client was waiting for about three weeks, and I went above and beyond to try to help him get reconciled by emailing the retailer, etc.
Final Outcome and Customer Satisfaction
Anyway, eventually, we had it done. And Johnny was very, very happy that I stuck with him, even though it was costing me time and energy. But for us, that’s just part of the job, and customer satisfaction is paramount. This is John Dale. Give us a call on GlobileNet. Thank you.
