Surveys – you get them, I get them.  You have probably had someone call from the auto shop to ask how your service went. For me it always seems to be someone who sounds like they are reading from a script. I generally get the impression that it’s for show.

Today I got a phone call from a voice mail asking how my recent experience was. REALLY? A voice mail asking how they did? Now call me cynical but I can’t imagine they really want my opinion or that they will take any action to improve or change things.  Whoever came up with that idea ought to get out there and actually talk to some of their customers.

We do a survey here too. I hate to even bring it up because we have all been inundated with meaningless surveys.  But – when you take the time to give us feedback we take time to act on it.

We have an on line provision for giving us feedback. The idea is not to be impersonal, but to allow you an easy way to let us know how we did. I personally review every one of these surveys especially taking notes of the comments that you make. I then share this information with our managers and our front line people.    
Our people take great pride in their work.  We share your comments with them – of course they like the positive feedback, it lets them know that they did a good job. But, (maybe surprisingly) they still welcome the negative feedback because it gives them an opportunity to do better.

So fill out those surveys (you can find our online survey here) or give us a call (847) 419-1000. We are always happy to hear from you – with us, it’s not just for show, that’s a promise.

PS – at the bottom of the on line survey there are a couple of marketing questions, you can leave those blank if you want, but they do help us plan for the future and as always, we keep your information confidential.

Who out there has called a company’s “customer service” line with a simple question, just to find that you had to go through five minutes (or more) of answering pre-recorded questions before you were finally allowed to talk to a real live person?  Then to top it off, it seems that 9 times out of 10 the representative you talk to asks the same questions that the recording already asked you (for example, your account number).  It drives me absolutely insane! That’s why I love that any time (day or night) you call ABC to talk to a representative, your call is actually answered by a friendly person that is prepared to help.  No recorded prompts to deal with or leaving a message and waiting for someone to eventually call back.  This is just one of the great benefits that ABC offers its customers.  Its clear there is a high focus on customer service from start to finish, and that your satisfaction truly matters.

Great customer service is as easy as ABC (or 123):

1.    SCHEDULE:  Book an appointment that works with YOUR schedule (that’s right, no waiting around all day for the serviceman to show up!)

2.    GET IT DONE:  Have a knowledgeable technician arrive to fix your problem and answer your questions.  Plus, if you have anything else for him to check out while at your home he will be happy to - without charging you extra! (That’s the benefit to the no surprises pricing ABC offers, rather than charging an hourly rate)

3.    FOLLOW-UP:  ABC follows-up with you after the service to make sure you are 100% satisfied!  Yes, it really does matter that much...we guarantee our services and stand by our work

Companies that actually care about your needs and your concerns are few are far between, but ABC is definitely one of them!