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Flakes - Customer Service
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TOPIC: Flakes - Customer Service
#83
Flakes - Customer Service 1 Year, 11 Months ago Karma: 0
Just a hint for other VBP epoxy floor installers:

At the end of each job I leave the customer with a one gallon plastic zip-lock bag full of extra chips from their job. I include my business card.

I tell them that if something unforeseen happens to their floor that it is far better to have some extra chips available for a repair than to have to buy a 50 lb box when only a cup or so is needed.

It costs only pennies for the bag and the customers all seem to appreciate the thoughtfulness and extra service.

Patrick
California Concrete Restoration
calconcrete
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#97
Re:Flakes - Customer Service 1 Year, 10 Months ago Karma: 0
Great idea, Patrick. Thanks for the tip!
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#117
Re:Flakes - Customer Service 1 Year, 10 Months ago Karma: 1
We do the same thing, only we use solvent to clean out the B component containers, then fill one with some chips. Even though we offer free scratch repairs that penetrate the color, I always let the customer know that a few drops of cyanoacrylate followed by a sprinkle of chips works as a quick scratch patch they can do themselves.

Kurt
A Custom Garage
Heavy Metals Flooring

Cyanoacrylate = Superglue
ACustomGarage
No more MEK, thin it with an accelerator!
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Last Edit: 2010/04/09 05:17 By ACustomGarage.
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A Custom Garage
The Affordable Functional Luxury
Garage Cabinet & Concrete Coating Specialists
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#181
Re:Flakes - Customer Service 1 Year, 9 Months ago Karma: 2
This is a great idea thanks. I did this to my last customer and he thought it was pretty cool. It's like giving the customer a little extra that shows you care.
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#236
Re:Flakes - Customer Service 1 Year, 8 Months ago Karma: 0
Put your business card in with the chip sample also. That will key the customer into calling you for any needed repairs. Makes them feel more comfortable that they have a continuing relationship with you.

I have no qualms about doing this since I extremely rarely have to repair a RollOnRock installation. One exception was a floor where the customer dropped an engine block on the floor which fractured the concrete underneath. He also managed to severely scrape the sealer and epoxy by pushing his boat trailer into the garage. The trailer had a steel strut at the tongue which was missing a wheel.

I charged the customer for the repairs because this was clearly more than normal wear-and-tear.

Patrick
California Concrete Restoration
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Once again VBP has hit a Homerun with the new Roll on Rock system. Great job you guys. I would to thank everyone at VBP for the support and commitment in developing this system. This system has exceeded our every expectation and delivers exactly what we are looking for: supirior finish, ease of application, quick return to service, and at a great value.

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