We were recently notified that Mr. Handyman Serving Greater Jacksonville is one of the top three finalists for the Home Improvement, Repair & Remodeling category in the 2018 Bold City Best contest.
Winners won’t be announced until late September, but we’re thrilled to make the finals. What’s special about this recognition is that consumer votes are tallied to select the winner. You, and many like you, voted Mr. Handyman into the top-3 and for this we say, “Thank You!”.
Prior to opening Mr. Handyman, Libby and I had experienced nothing but challenges when we needed to hire help around the home. We had to call 10 numbers, to eventually speak with 3-4 service providers about our needs, in the hopes that 1 might actually show up. It was time consuming and frustrating.
So, when we opened this business 10 years ago, we started with the customer experience as the central theme in how we would organize and operate. We basically reverse engineered the ideal customer experience we had struggled to find.
That starts with staff on the phones to answer your calls and questions when you have a need, and those same staff call you once your work is completed to make sure everything was done to your satisfaction. While issues are rare, when they do occur we simply return and resolve them. That’s what consumers expect.
In between the above two calls above comes the in-home service experience. Our experienced employee staff, not sub-contractors, arrive on time and prepared for your project. Communication is crucial as we can’t begin until we’re crystal clear on what you need done and understand your expectations about the work. Some projects are easy to grasp, like fixing a hole in drywall, but others have us working to re-create a vision that clients have in their head. Only when we can fully explain it back to the client do we know we’re on the same page.
The staff then protect the home appropriately for the work to be completed that day, and they get to work. Client inspection and feedback on the work is welcomed, as this confirms we are – in fact – both on the same page. After the work is completed another walk-thru is also done with the client to make sure the project meets their expectation.
When we’re sure the customer is satisfied, we then clean up from the work we’ve done. We get such great feedback on cleanup, which leads us to believe most clients have never had a service provider clean up after themselves. It’s a simple step that means so much to folks, why skip it?
We get tremendous customer feedback, during our follow-up call and via online reviews. This validates that our approach is valued by many. Being a finalist for the Bold City Best award for the third straight year is simply icing on the cake.
Again, all of us here at Mr. Handyman say, ‘Thank you!’.