WHEN it comes to customer care, Cynwyl Elfed electrician Paul Cheney, could teach a lot of companies a valuable lesson.
His customers, Mr and Mrs Alun Lloyd Davies, were so impressed by the standard of service they received, they entered Paul for the new Customer Care Award and won themselves a cappuccino coffee machine.
Paul Cheney presents Mr Alun Lloyd-Davies, winner of
the first 'customer care' competition, with his coffee maker.
Paul Cheney presents Mr Alun Lloyd-Davies, winner of the first 'customer care' competition, with his coffee maker.
The job at the Lloyd-Davies' house consisted of installing an electric shower and rewiring the house. As local builders will know homes built around the 1930s often used what is known in the area as 'fine duff'. This means that granite chips were used instead of ballast in the cement.
The Lloyd-Davies' property went one better, the rendering on the walls was made with fine duff as well. Three local electricians took one look at the job and declined to quote. Paul's diamond chasing gear made short work of the problem.
Installing the shower presented little problem as Paul has worked in the past for a leading shower manufacturer, so he is fully trained to both plumb in the shower and, as a qualified electrician, handle that side as well.
Once he has completed a large job, cleaning up after himself as he goes along isn't enough for this highly professional man, he sends in a team of cleaners to get rid of the dust. They even polish the customer's ornaments for them.
"When we are working, customers often keep us supplied with tea" explained Paul. "We can't insult them by offering to pay for it, so we install an electric smoke detector by way of saying thank you, instead."
Being based in the countryside has many compensations but it can also lead to the occasional unusual request. Such as doing a repair job on a farm at 11 o'clock at night when the farmer asked Paul to stop what he was doing and come and help him pull a calf which was having a difficult birth - all in a days work for PA Cheney.
Paul joined H.E.A.T. in 1992, as he welcomed its professional approach. He has no time for what he calls 'hobblers' unqualified and uninsured electricians with no professional backing to the service they offer.
"We are having to constantly go through a series of stages of relearning, so the courses offered by H.E.A.T. are very valuable," said Paul.
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