I live in a country that has very hot summers and in a house that has very bad insulation and heating system, resulting in high temperatures in summers, and cold and humid rooms during winter. Thank God for air-conditioning that allows us to survive with comfort. Every year we call the maintenance service to clean the AC units to have better performance and cleaner air. If you are not doing this regularly, you should do it ASAP. Every year we call the same service as we were satisfied with the manners of the technicians, their accuracy regarding the appointment and the quality of their work. However, the last 2 times the guy they sent was not so meticulous and avoided doing all the arranged work. We didn’t bother complaining to the maintenance office; nevertheless, we agreed with my wife that if this time they send somebody with similar results, we will change service next year.

To our surprise the company sent 2 technicians that were better than ever. We were so satisfied that my wife called the office to congratulate them and tell them also about the previous bad experience. The manager was very pleased and thanked us that we called them to give feedback and he explained that they never get feedback and they have no idea about the level of satisfaction of the customers. Therefore, they have no direct way to evaluate the level of service.

Conclusion

It is essential to give feedback as a client, even if the service provider does not ask for it. I believe that it builds the relationship and that in the future the service provider will think twice before reducing the quality of the service provided. Furthermore, as a service provider, you should ask for feedback, especially when there is no direct way to assess the result of the work of your employees or your subcontractors. Otherwise, you will get the feedback when it is too late to correct things. You will realize what you have done, only after the customer is lost. Also, even if the client is not satisfied, you will show that you care and that you will try to correct things in the future.