Paul Davis Restoration has continually worked to educate our employee base on customer service issues since August of 2007. Our NPS ( Net Promoter Scores) have increased steadily since that time. We are actively listening to our customers to continue to get better. All employees meet weekly to review issues that have arisen to train on customer service delivery. It is not about us but is about the customer. We have driven full circle commumication into the organization. We are really building a positive culture into our people. The family atmosphere is really improving our scores.
We still see some negative comments but many are due to issues with insurance companies not paying or slowing the payment process. The customers become angry and our NPS suffers when we push for payment. We do see situations as well where insurance adjusters are not following up by calling their customers and we get in the middle. We have no control over insurance company employees but take the brunt of some of the wrath. As a company we rarely have comments of not calling back or being in contact. For the most part these issues have been solved. The no call complaint is a rare issue.
In the event you are a customer who has a legitimate service failure isssue I urge you to write here with contact information or call me at the office so that I can get the situation rectified.
We are sincerely doing all in our power to bring you a truly Wow customer experience. We empower our employees to own and rectify any problems or issues. Let me know directly if you are not totally satisfied with your experience.
Donn Peacock, President and Owner
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