Impressions Count – Story Continued

 

In my last two posts I've been writing about the importance of first, last and unusual impressions. Last Friday, I lived one.

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Let me give you some background. We needed to move some rather heavy office-type furniture from an upstairs front-of-the-house room to an upstairs, way in the back, over the garage room. For awhile we thought some friends could help, but two staircases, lots of walls, etc. discouraged us from that idea.

So, we used Two Men and a Truck. In two hours, plus a few minutes, they demonstrated what I had been Blogging.

First Impression. Two men (alas the name) showed up on-time and ready to work. It was a cold, rainy day but nonetheless, they were ready for the task. They listened, made some suggestions and when we asked them for something a bit out of the ordinary, they didn't flinch.

Unique Impression. They worked hard which is something you might expect, but we asked them to move the furniture down the stairs, out the front door and into the truck, then take the truck around back and unload. It meant they had to work in the cold and rain as opposed to just taking the furniture through the house, under a covered area and up the second stairs. We have lots of twists and turns and had been burned once in a move with extensive wall damage (not this company). So, once burned; twice shy. As I said earlier, they didn't flinch. They did what the customer asked and worked hard to make sure we were happy. They even stopped and suggested we take the opportunity to dust the tops of the tall units before they reassembled them.

Last Impression. We ended their time by dropping off a large, gym-grade treadmill to a charity. It was a beast to move, but they did it, again without negative comments. They met me at the charity, unloaded the equipment and we settled the bill. They both thanked me for the work, took care of business professionally and made sure we were satisfied before they drove off. They left a very positive final impression.

So there you have it. A company that lives by first, last and unique/unusual impressions. When I called the office to let them know how pleased we were, the manager said, "We have great people." He was right, but I also feel they had great management who were willing to train, preach the vision and keep customers happy.

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4 Responses to “Impressions Count – Story Continued”

  1. Jim Seybert says:

    Wayne – I’ve heard good things about these folks from other people as well. It’s a franchise operation and I had the chance to meet a couple of the founders – two brothers and their sister. From your report it is clear that the people at the top have done a good job of pouring their passion for great service down through the company.

  2. Thanks, Jim. Youre right, they must be doing the right training and follow up. Vision and practices as I saw from them dont come from one-time rah-rah speeches or annual meetings. They come from consistent voicing of the vision and purpose.
    Wayne Hastings
    The Wayne Hastings Company
    email: wayne@waynehastings.com
    Blog: blogs.waynehastings.com/offtheshelf
    Twitter: wayne_hastings
    Skype: wayne_hastings

  3. Jeff Short says:

    I have only had one experience with this company. It was also a slightly unusual situation. I was impressed with them and would agree with your post.

  4. Thanks for commenting, Jeff.
    Wayne Hastings
    The Wayne Hastings Company
    email: wayne@waynehastings.com
    Blog: blogs.waynehastings.com/offtheshelf
    Twitter: wayne_hastings
    Skype: wayne_hastings

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