Dear Frank, I wanted to tell you how pleased Maureen and I are with the recent kitchen refacing you did for us. Everything has been beyond our expectations from the new look and enhanced functionality to the unparalleled attention to detail and commitment to quality work provided by Sheri and Romy. But all of this pales in comparison to the desire to exceed the customers’ expectations at every turn. Every time I called Sheri with yet another dumb question you could hear the smile in her voice as she patiently answered. When the contact was by email, it always ended with a happy face. I expected that sooner or later I would hear a slight sigh as she thought "Oh no, not him again." But it never happened. Romy is a wonderful young man and a perfectionist who always goes the extra mile. He couldn’t stop telling me how great his boss is, how great the company is and how much he likes working with Techno. You have built a culture of empowering your employees to make decisions to delight the customer without “checking with the boss”, so kudos to you. When I received two doors with cut outs for glass, I called Sheri to say we had originally specified the glass but changed our minds. We communicated that verbally but did not follow up with an email confirmation. So half the problem, at least, was the customer's. Sheri said she would talk to you and get back to me. She called back about an hour later and said she could not get a hold of you and was going to provide the solid doors at no cost. She was able to make that commitment without asking the boss. Romy did several little extra things like putting pieces in the areas in the corners between the door and the corner. This brought the profile of the corner up level with the doors. It looks so much better. Please let Sheri and Romy how happy we are with their service. Best wishes,
- Company Response
Hey John and Maureen!!!
Your words are extremely empowering and we are going to do the best we can to keep up the good work!!!
Thank you, thank you.... thank you!!!
Frank and the Techno Team.