Customer Service Aims To Propel Growth at Men In Kilts
How Men In Kilts brings smiles to the world…one kilt at a time.
Vancouver, BC (PRWEB) August 26, 2013 - Men In Kilts started out as a small, independent business, run by Founder, Nicholas Brand. The company quickly became recognized throughout Vancouver - and for more than just the Kilts - and reached one million in sales in 2009. “The kilt has the amazing ability to market the brand, but it is not what brings customers back again and again. It is the experience customers have with Men In Kilts that makes them a repeat vs. a one time customer,” says Brand.
After franchising began in 2010, Men In Kilts introduced new ways to improve their customer’s experience and measure satisfaction. From Technicians, Customer Service Agents, to the Franchise Owners and the CEO, everyone at Men In Kilts stands behind a ‘100% Clean Guarantee’. If a mistake is made, they have a ‘Make It Right’ policy that ensures every customer has a great experience.
Customer Service Agent, Nichole describes her interaction with customers saying, “We consider it our job to deliver the first smile to the customer. We begin the phone call with a warm welcome and then discuss with the customer their needs and wants, to make sure we are providing them the full spectrum of service. We always remind them at the end of the call, “You will have a kilted technician at your home, so just remember…no peeking! That always gets a laugh!”
When the technician arrives at the home they aim to work within the customer’s budget, are honest about the work that should be done, and at the end of the day, provide exceptional service. Brand acknowledges that it is rare that they come away from a job with an unhappy customer. “Anyone can be taught how to answer a phone or clean a window. We screen for people, however, who understand the value of customer service and know how to go the extra mile,” says Brand.
Michel Falcon, Principal and Founder of Falcon Consulting Group, a company focused on customer experience, says “Men In Kilts is a perfect case study about how to grow a business in the customer centric era we are living in. It is incredible how many businesses spend too much time perfecting their logo, but neglect their customers experience. Men In Kilts has realized that by genuinely caring about their customers, they can grow their business.”
CEO, Tressa Wood knows how critical customer service is to the success of the company. From measuring customer satisfaction and reviewing Net Promoter Scores (NPS) daily, Wood makes sure she is never out of touch with the most important part of the business, the customer.
“Superior customer service is key to long term growth in our industry. We measure it daily and make sure we live up to our promises. If companies don’t stand behind their service it is just fluff, and customers see through that quickly,” says Wood.
About Men In Kilts
Men In Kilts was started in 2002 by Nicholas Brand, a Vancouver based Scotsman who fashioned a hand-sewn kilt and put a visual to the otherwise faceless window cleaner.
By 2009, the location had grown to over one million in revenue and caught the attention of Tressa Wood, former VP of Operations from 1-800-GOT-JUNK?. Tressa joined the team as CEO and began the process of franchising the company. Men In Kilts now has locations across North America and plans to expand to every major metro by 2017.
Positioned to serve the growing demands of the multi-billion dollar cleaning and building maintenance industry, the Men In Kilts concept is about building a national brand that delivers an unparalleled level of professional service to both the residential and commercial markets.
For more information on Men In Kilts, or to see them in action, please contact Megan Nemeth at pr[at]meninkilt[dot]com or visit http://www.meninkilts.com.
--high-resolution images available upon request--
Men In Kilts