Sometimes, things don’t go as well as we would like them to – but we always do our best to speak to our customers, and find out what we can do to resolve them. This is what happened when we carried out a recent job to add roof vents to a property. The M3 team had fitted vents as planned to the rear, but not to the garage, and the customer raised this with our Director of External Works, Stuart, on finding some unopened boxes of vents as the job was coming to a close. He agreed that the work should have been carried out, and the fitters returned to retrofit the vents that week.
Unfortunately, the vents were not fitted in the location the customer had asked for, and were not fitted to the high standards we would normally expect of our work. The customer was naturally very unhappy with this, and spoke directly to Stuart again that weekend to discuss what could be done to rectify this once more. We set up a meeting with him for the next working day to go through all of the issues he had, and come up with a solution.
At the meeting, it was clear that all of his concerns were valid, and we agreed a way forward. We arranged a different team to go out to the customer, with a clear timeline and list of tasks for completion. We’re very pleased to report that the job was finished to the requirements of the customer, and ourselves, and was he happy to sign off the job as finished.
While it’s never good to hear that things have gone wrong, we take great pride in the positive outcome we’ve been able to achieve for this customer, and are delighted with the following comments he had to make: “The meeting the only reason I agreed to let M3 continue with the work was the fact that you had completely owned all the issues raised, and had come up with a satisfactory and robust plan to rectify.
“I would like to take the opportunity to thank [the team] for refitting the roofline to a high standard. I would also like to thank you for the way in which you dealt with all the issues raised in a very professional and courteous manner. We appreciate the gesture of goodwill.”
Lessons have been learned from this experience, as they are from every job, and we will keep asking our customers for honest feedback: because if we don’t know there’s a problem, we can’t sort it out. At M3 we will never stop working hard to improve.
