The Masters House

Being utterly amazed that I just got hung up on by Joe I dialed my newly acquired number for Mike – voice mail. No doubtingly Joe is on the line with him telling his side.

So I dial Kelly.

Kelly answers and I ask her if she knows who Mike is – Mike is Joe’s boss. Is he there? He is on the phone she says. I tell her that he is probably on the phone with Joe – who just hung up on me. She is quiet for a moment and then apologizes. She asks if I would like to hold for Mike. I say sure.

After a couple of minutes Kelly comes back and asks if I mind holding for a little while longer. I say sure, Kelly is nice, not at all like Joe (Good job Kelly!). After another minute or so Mike is on the line.

Mike asks how he can help me. I ask him if he has been talking with Joe? He says yes. I tell him that all I am trying to do is get a couple small things fixed on my house and that I am absolutely astonished that I had to get to his level to do it. Mike apologizes. Good one Mike – customer service 101 – apologize to the customer, it makes them feel better and defuses the situation to make it manageable. Joe obviously has not been to customer service 101 – Mike, you should send him.

I go through the issues with Mike. Mike gently explains to me that the warranty manual and video that we received when we bought the house explained that nail pops will happen and that DR Horton expects that customers will take care of the pops themselves – this is the reason they provide the new home owners kit with some paint and a brush. Mike does add that as a service they generally will take care nail pops for customers for the first year to be nice.

I tell Mike that I understand and will keep that in mind for the future. The issue here though is the fact that someone (Robert) said that they would do something (paint the pops) and they did not do it. Mike said “fair enough” and apologized that Robert did not follow through on what he said he would do.

We finish up on the issues and then I lay into Mike about Joe. I told him that I could not believe how I was treated and how I was hung up on. Mike apologized again (CS101) and said that he was surprised to hear that since he had worked with both Robert and Joe for a long time and had never heard anything bad about either of them.

Wow Mike, that statement right there was excellent.

Not only did you back your guys up but you caused me to have a different outlook on both of them. Really, that was an excellent thing to say. What it told me was that this bad service is not normal and this bad service is not what you want to provide to customers. In fact in that statement you said that you are used to providing better service and that my experience is not the norm.

That statement along with Mike’s word that he will get it taken care of have completely defused me. I now feel as though these issues will get taken care.

That must be the reason that Mike is in the position that he is in.

Mike and Kelly rock, Robert is probably overworked. Joe, well Joe is just a jerk. You don’t all of a sudden act like that when you get questioned on something. No, I have a feeling Joe is like that on a pretty regular basis.

If you need things done – don’t talk to Joe – talk to Mike or Kelly.

Anyway, so now I am waiting for a call back from Mike about when people are going to be out to fix the issues.

Technorati tags: DR Horton, New Home Builders, Home Repairs, Texas Homes, Round Rock Texas

This entry was posted on Monday, April 9th, 2007 at 4:59 pm and is filed under Butler House, Repairs . You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.