Mary Schmidt Marketing Troubleshooter

Well, not really. And, let’s face it, that would be a bit creepy. But, TLC Plumbing here in Albuquerque knows customer service - loving care indeed.

I first happened across TLC this past spring when googling for “evaporative cooler service.” Not only did their site pop right up, but somebody there knows something about Web marketing (note the “you” statement)

Hmmm…I could do without the truck sound effect when I click on the site…but, here’s what I find when I click on “About”

TLC is a different kind of company than most, and our intent is to stay different in a good way. TLC was founded and built with honesty and hard work as the foundation to earn our customers’ support through consistency and compassion, and we continue-day after day- to do the right things for the right reasons.

Thank you for considering TLC for your service needs.
(signature)
Founder
Click here to send me an E-mail

TLC Mission Statement: We will provide a stable work environment while profiting fairly and being respected among our peers.

TLC has also been recognized as one of New Mexico’s best places to work, as shown on their home page. (Minor quibble, web pointer, TLC: embed a link to the list/site in the emblem.)

I like that! Personal, personalized, people focused. Not wordsmithed to death. So, I called them. They answered their phone, showed up when they said they would (even called that morning and told me when to expect the technician. Whoaaa!) The technician did the switch on the A/C…and then sold me a Customer Care Program, which includes the switch back to heating, a discount on service and priority 24-hour scheduling. Such a deal!

Yesterday I had the chance to test the priority treatment of the Customer Care Program. My A/C was making increasingly ominous thumping noises. So I call (after 5 - isn’t this always the way?). The answering service said they’d have someone call me (yeah, right). Bless my cynical old heart, a service rep called back in 5 minutes! I did have to call TLC this a.m. to see where they were…a bit of a snafu, no call had been entered. But, they recovered quickly and a nice young man showed up promptly, made the repair, explained it to me, and I got my CCP discount. He also asked, since the billing minimum is an hour, “Is there anything else you want me to look at?” Nice touch.

So, I feel as good as I can about having to spend money on an A/C repair! And, here I am telling you about them - no prompting or paid referral required (Personally, I don’t think paid referral programs get you much, but that’s another post.)

P.S. TLC’s web site is far from “slick” - and could be even better (they should lose the busy little pictures, too distracting from the text). But, they grok the fundamentals They tell me how to call them in BIG letters; what they do; what I can expect; what credit cards they take; and that financing is available.

P.P.S. An evaporative cooler is an A/C that uses water - typically called a “swamp cooler.”

Tags: marketing, small business marketing, marketing troubleshooting, shop local, TLC plumbing, customer service