With goal of becoming the most referred company in Cleveland, COIT Cleaning and Restoration Services isn’t shy about asking customers how they feel about its services. Even as the largest specialty cleaning and restoration services in the world, the company still takes time to follow up with every client’s experience, asking, “Were you satisfied? Did you have any issues? Would you use us again?” And lastly, “Will you refer us?”
To be successful, every employee at COIT rallies around the shared goal of PWOM — positive word-of-mouth. To get customers to recommend the company’s services to friends, neighbors and relatives, COIT Cleveland President Harvey Siegel knows that COIT can’t be content with “good job” or “met expectations” when it comes to customer feedback. It needs to create “Wow!” moments that drive word-of-mouth sales to grow the business.
At COIT, creating “wow” moments starts with the attitude of every employee. Beginning in training, employees are taught to view the customer experience from the outside looking in — in other words, looking at service from the customer’s point of view. By helping employees put themselves in the customer’s shoes, COIT has built a customer service team that values the customer experience and the importance of doing the best job the first time around. Although the company strives get it right the first time, if a customer is not 100 percent happy with results, it also offers its COIT 4-R guarantee to reclean, refund, repair and rectify the issue quickly and to their satisfaction. This commitment to PWOM and 100 percent customer satisfaction is further reinforced in the company’s motto — It’s not clean until its COIT clean.
By delivering a level of “unanticipated service” that evokes an overwhelmingly positive response from customers, the company continues to build its reputation, one customer at a time.
How to reach: COIT Cleaning and Restoration Services, (216) 626-0040 or www.coit.com/cleveland
