The Human/Business Model

In the restoration business, when it comes to Customer Service, it is imperative that we apply The Human/Business Model.  What is it?  Simply put, in any interaction, a customer has both business and human needs that have to be satisfied.  There are always human needs that need to be satisfied during a business interaction.  Ignoring these human needs may leave a customer feeling upset even when the business service is outstanding!  Exceptional customer service providers understand their customers' business and human needs.  How can we identify these needs?

Business needs might include:  affordability, timeliness, fair value, quality product, repairs made according to current building codes.

Human needs might include:  good communication, compassion, empathy, respect, patience, reassurance, being made to feel important.

Keeping both business & human needs balanced is the key in providing excellent customer service.  This can certainly be a challenge, since one aspect does not outweigh another.  Our success is based upon how much each employee cares about the part he/she plays in satisfying these needs for our customers. Never forget the perspective each customer has from the very moment this interaction begins, "I don't care how much you know, until I know how much you care." (source material drawn from Customer Service and Homeowner Relations: Defining the Scope and Responsibilities of Superintendents)

Jerry Quarles - Estimator