Let’s face it. Perfect customer service is an impossibility.
Never in the history of business has there been a company with a 100 percent customer satisfaction rating.
Why? Because people are difficult to please, and we mean that in the best possible way.
Every individual is unique, and when somebody purchases a product or a service, he or she has different needs, wants, and expectations. At one end are the people who only want the highest quality product, no matter what the cost. At the other extreme are people who want the cheapest possible solution.
Most people lie somewhere in between, but there’s no cookie cutter way of pleasing everybody at once.
At Gillece Services, we decided 30 years ago that we would provide the highest-quality service at the lowest possible price. Does that mean that we’re the least expensive plumbing, heating, air conditioning, or electrical service around? No.
It means that nobody in Western Pennsylvania does a better job than Gillece Plumbing and HVAC. In fact, a surprising percentage of our work involves re-doing other people’s “fixes.” We also get a good number of referrals when jobs prove to be beyond the capabilities of our competitors.
Highest-quality doesn’t necessarily mean highest-cost, though. We pride ourselves on the efficiency of our technicians. They can solve virtually any problem at any time of the day or night, saving you not only time and inconvenience, but often money as well.
But we have learned in our three decades of experience that even doing the best work in town won’t make everybody happy.
Sometimes, a customer wants a high-end solution at a low-end price. No what matter what some companies tell you, this just doesn’t exist in reality. You really do get what you pay for.
Sometimes, a customer just wants a low-end solution. We don’t do that either. If there’s a problem, we want to fix it, not just apply a Band-Aid so that you have to call us again in a few months.
It’s impossible to avoid criticism. Look at the case of USAA, the vaunted insurance company specializing in serving military personnel. Not only is USAA consistently ranked among the top customer service providers in any industry in America, they’re even one of the best places to work in the country.
Yet a quick Google search reveals what appear to be numerous individual complaints about USAA. The only praise you’ll find are from major news sites like Business Week and CNN. In reality, these complaints represent a fraction of a fraction of USAA’s business (and some may be from scam sites that try to extort business into having “bad reviews” removed).
That’s one of the timeless truths about business. When we are happy with a service or product, we tend to keep it to ourselves, but when we are unhappy, we’ll tell anybody who will listen.
Each year, tens of millions of prescriptions are written for the antibiotic Cipro. It treats pneumonia and other infections of the lungs, skin, and joints. It has saved millions of lives and has quickly improved the quality of life for millions more people. It’s even the cure for anthrax. But when is the last time you heard somebody say, “Cipro is fantastic!”
Do an internet search for the drug, however, and there are dozens of complaints. The unhappy represent a tiny percentage of the people who have used Cipro, but they are by far the most vocal. It’s just human nature.
At Gillece we know there will be critics, but we proudly stand by all of our work. We know we can’t make everybody happy, but that doesn’t mean we’re going to stop trying. People who want the job done right will always be satisfied with our work, and we hope that people who want cheap workarounds will realize that cut-rate solutions aren’t really solutions at all, they are temporarily postponed problems. As tens of thousands of satisfied Pittsburgh residents can attest, when you want the job done right and done right now, you call Gillece.