ADMS 1000 Lecture 37: ADMS 1000 Lecture 37 Notes
3 May 2018
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ADMS 1000 Lecture 37 Notes –FlowFix
Introduction
• That means fully one in four people who call FlowFix to hire a plumber were worse than
dissatisfied
• They did not become customers at all!
• The remaining 75 percent of calls that did end in a customer service encounter resulted
in other problems.
• The most frequent complaints, Tyron discovered via the customer surveys, were about
response time and cost, especially when the wrong person was sent to a job.
• A pluer’s assistat aot oplete a ore tehiall opliated jo.
• If a pluer’s assistat arries osite ad aot do the ork, the appoitet ust e
resheduled ith a liesed pluer ad the ustoer’s tie ad the staff’s time have
been wasted.
• The resulting delay often caused customers to decline further contact with FlowFix—
many of them decided to move forward with Lightning Plumber instead.
• Whe I arrie at a jo I a’t take are of, sas pluer’s assistat Kiera Fritz, “the
customer gets ticked off.
• They thought they were getting a licensed plumber, since they were calling for a
plumber.
• Tellig the the hae to hae soeoe else oe out does’t go oer ell
• On the other hand, when a plumber responds to a job easil hadled a pluer’s
assistat, the ustoer is still harged at the pluer’s higher rate.
• Licensed plumber Philip Wong also does not like being in the position of giving
customers bad news.
• If I get called out to do something like snake a drain, the ustoer is’t epetig a
hefty bill.
• I’ aught etee a rok ad a hard plae
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