- His goal 100% plus customer satisfaction.
- 100% plus means that when someone calls with a problem, you send a service technician. He gets there on time and fixes the problem for a reasonable charge.
- Open for service 24 hours a day, every day, and no extra charge for overtime.
- The boss and two supervisors take after hours calls via a portable cellular phone which is with them in the shower, in bed, etc.
- A service technician does not leave a job site until the job is done even if it requires replacing a piece of equipment in the middle of the night.
- Technicians wear hospital operating room shoe covers when they enter a home so they don't track anything on the carpet.
- Technicians are clean shaven, have their hair cut, and wear clean uniforms.
- Every customer is required to fill out a customer response card before the technicians leave the job site.
Questions:
Is this man really serious about these rules?
Is there such a thing as being too honest and too ethical?
