Blogger Petunia Lee has asked me to feature her story in my blog on the recommendation of another blogger Auntie Lucia. It is about her experience with two groups of service providers that were completely different in their attitude towards service.
Here's her story...
"Thursday, August 19, 2010
Gain City vs CoolServe
Their names alone betray their company ethos.
Gain City - Who gained? The company did.
CoolServe - Who got cool service? I did.
No... I have absolutely NO financial interest in CoolServe. I am a happy client, no more. CoolServe came by over 2 days (today and yesterday) to install new pipes and insulation. The 2 gentleman who arrived were professionally polite as we discussed my concerns about managing debris from the drilling and hacking of walls. They went about their work quietly (or as quietly as they could, given that they had to drill holes in walls). They moved briskly and purposefully. When they went out for lunch, they came back on time. Today, they lunched in for 10 minutes and went straight back to work. And when they left, they left behind no mess.
The 2 gentlemen are named Messrs Pang Kien Lun and Teoh Gean Keat. I want to make it a point to name them because they are good and honest gentlemen and if readers wish, they could request them specifically.
Contrast this with my experience with Gain City almost 18 months ago. A very uncouth male (going by the digit I-1223) came by with a meek other male. When they arrived, I was at a Seminar. I had to leave my Seminar before it ended because an irate uncouth male insisted that he needed to discuss something important with me. When I got home, I was told loudly and with much gesticulation that what I had wanted done, was impossible to do.
I was about to suggest that if that were the case, he could pack up and go off. I would ask another company to do it because I myself didn't know how to advise him to do his job. Just then, his supervisor arrived and we spent another 30 minutes speaking loudly to each other. The supervisor then assessed the situation, planned out the steps and instructed I-1223. And so, after many words and much waste of time, work began.
After the supervisor left, I timidly shared my concerns about dust and debris. I have quite a few expensive books that needed protecting. He made some disrespectful noises and waved my concerns away and just simply went ahead to make a mess. I had to lay out protection myself.
But that was not all. 3 days later, the air-conditioning pipes poured a deluge onto my bedroom parquet. I called Gain City and was told that even though the installation came with a warranty, the warranty did not cover deluges caused by pipe condensation. Hence, Gain City would not come back to fix the problem unless I paid $160/= more. Feeling quite wronged, I pleaded and wheedled and scolded. As a "goodwill gesture" I was charged $75/= instead. Already fatigued by the very contentious relationship from Day One, I agreed.
What's more, somewhere in the conversation the fellow actually said that it didn't matter what I thought or said... or if I complained to CASE, Gain City was still the largest in the air-con industry and every other player depended on it. In my desperation, I wondered how that was relevant to a conversation where I was pleading with him to put himself in my shoes. It was obviously a bully boy tactic, telling me "Lady, suck it up because we are the biggest and you have no choice."
He was wrong. One always has choices.
Along the way, I also discovered that the Uncouth Male from Gain City was the younger brother of his Supervisor. I requested the company to send another team instead... one where brothers weren't looking out for each other at my expense. But Gain City ignored me and I kept seeing the same team again and again.
I came away with the impression that Gain City's manifest warranty was a dud. I came away with the impression that Gain City considered money ($75/=) more important than client satisfaction. I came away with a phobia of loud voiced and uncouth workmen who bull-dozed themselves over me, deaf to my gentle remonstrations and attempts at civilized dialogue.
I concluded that Gain City listens not one jot to its clients. They bung in a system... no matter if it ain't good... It's the client's fault for being too stupid to understand that for cheap price, you get thin insulation... and therefore condensation builds up in the pipes, collects in pools in the concealment troughs and when enough water builds up, splashes onto the floor like a pail up-ended. Madam, it's your own fault, not Gain City's.
In my defence, I had no idea what thin or thick was. The salesman had said that he had upgraded my insulation to a thicker one, and I said ok. One expects the experts to recommend and put in the correct materials such that deluges do not happen. In my defence, the other competing quote at that time came from CoolServe and Gain City was slightly more expensive. It just goes to show that more expensive is not always better.
I was so traumatised by Gain City that I refused to have anything to do with this new air-con work order for CoolServe. The Husband arranged it all. When the CoolServe gentlemen came, I ignored them completely.
But these 2 workers from CoolServe were as gentlemanly as the Gain City ones were thug-like. These 2 workers were as conscientious as the Gain City ones were slothful. These 2 workers were experts in their trade and earned my respect merely by doing a good job. And when they left, they gently told me "We have a 12 month warranty on the piping we have laid. If anything goes wrong, please call us. We will come back".
I felt like kissing the CoolServe man!! "
If you want to go to Petunia's blog, here's the link: