Customer Service | Renovia

Are You Serving Your Customer’s Customers? Renovia’s Philosophy of Service

September 17th, 2016 Posted by Uncategorized 0 comments on “Are You Serving Your Customer’s Customers? Renovia’s Philosophy of Service”

A com­mon pit­fall in ser­vice indus­tries is prop­er­ly think­ing and plan­ning beyond the next step. Many ven­dors are so focused on the task direct­ly in front of them, they don’t give con­sid­er­a­tion to the down­stream effects. At Ren­ovia, we under­stand that our efforts don’t just impact our imme­di­ate cus­tomer — they also have reper­cus­sions with our customer’s cus­tomer. By main­tain­ing a clear pic­ture of how our ser­vices extend past the ini­tial project, we’re able to deliv­er a more com­pre­hen­sive and sat­is­fy­ing expe­ri­ence for every­one. We accom­plish these suc­cess­es by adopt­ing a ser­vant first phi­los­o­phy.

A Ser­vant First Phi­los­o­phy

Our indus­try is plagued by the same prob­lems time and again — no-call-no-shows, lit­tle adher­ence to process and time­line, and a gen­er­al lack of pro­fes­sion­al­ism. In sum­ma­ry, too many ven­dors for­get they’re in a ser­vice indus­try.

At Ren­ovia, we pride our­selves on own­ing and deliv­er­ing on a ser­vant first phi­los­o­phy (learn more about us here). What we’ve dis­cov­ered is that one of the best ways to ensure we approach every project with the high­est lev­el of pro­fes­sion­al­ism is to extend our con­cern not just to our cus­tomer, but to their cus­tomer as well. For exam­ple:

  • In our expe­ri­ence paint­ing retail stores, we place great impor­tance on how our customer’s cus­tomers feel as they walk through the doors. Do the stores look open? Is the project being com­plet­ed caus­ing a dis­trac­tion that would dimin­ish the shop­ping expe­ri­ence? Would paint­ing dur­ing off-peak hours help to min­i­mize impact and bet­ter pro­tect store assets? Ren­ovia con­sid­ers these ques­tions and more as we define a project time­line.
  • When paint­ing a health­care facil­i­ty, we place empha­sis on ensur­ing patient secu­ri­ty. Would open doors and scaf­fold­ing where patients trav­el lead to lia­bil­i­ty con­cerns? How does the local traf­fic pat­tern fac­tor in to guar­an­tee­ing patient safe­ty? What is the ide­al method for stor­ing our sup­plies? You need to feel con­fi­dent your project is being com­plet­ed and your patients are not at risk.
  • Restau­rants thrive at spe­cif­ic times of the day. Does your ven­dor logis­ti­cal­ly plan to avoid project hours dur­ing lunch or din­ner? What are the poten­tial effects of paint and oth­er chem­i­cals in a place where food is served?

Each cus­tomer — and their cus­tomers — is unique. Under­stand­ing the indus­try-spe­cif­ic con­cerns that impact projects is imper­a­tive in real­iz­ing our phi­los­o­phy of ser­vice.

Min­i­miz­ing Risk and Max­i­miz­ing Cus­tomer Hap­pi­ness

At the heart of all projects lies com­mu­ni­ca­tion. At Ren­ovia, we pride our­selves on estab­lish­ing and main­tain­ing trans­par­ent and open lines of com­mu­ni­ca­tion with cus­tomers. By build­ing strong rela­tion­ships at the begin­ning of each project, we’re able to imple­ment strate­gic process­es, ask detailed ques­tions, and thor­ough­ly under­stand your busi­ness. The result is min­i­mized risk and out­comes in which all cus­tomers are pleased with the final result.

Our ser­vant first approach to each project is uncom­mon, but it works. By plac­ing increased val­ue on our customer’s cus­tomers, Ren­ovia deliv­ers solu­tions that are unique to our indus­try — and the rea­son why clients return time and again.

Is your customer’s sat­is­fac­tion a key con­cern for your upcom­ing project? Would you like to learn more about our ser­vant first phi­los­o­phy? Con­tact me today to learn how Ren­ovia can help your orga­ni­za­tion.