When people hear the “Three R’s,” they tend to think of “Reading, Righting and Rithmetic.” Well I have another “Three R’s” that are a little different. I am referring to Responding, Reputation and Results. It is amazing how important these three R’s can be to the ultimate success of a building service contractor in today’s market place.

What do I mean by “Responding?" My example is a manager who had “Jonas’s 30 Minute Rule” where he always responded to a complaint or request within 30 minutes (or less). This did not mean he was able to fully fix the problem but the customer could rely on his prompt attention to something that was important to them. If it was a leak or major problem he promptly harnessed the resources to address the issue. If it was a long term request, the customer knew that it would be handled in time.

Results has to do with getting the job done right the first time and following the concept of the first R, Responding. Many people who claim to be responding are actually reacting and instead of giving the customer a sense of satisfaction, they spend way too much effort on arguing and finding fault. Although they may win the battle, they will usually lose the war. The results have to be acceptable for the following R to succeed.

Reputation has to do with how we are perceived by others. This can be both positive and negative. I know of companies that have the reputation of being one of the highest bidders yet they continue to grow and gain accounts since there are many people who are willing to pay for the quality they provide. I like to use the illustration of buying an old beat up Yugo compared to a new Lexus. The reputation of the Yugo was such that people would bypass the dealership and purchase a used Lexus or other brand since they knew the reputation had been earned.

How are your three R’s? Your comments and questions are important. I hope to hear from you soon. Until then, keep it clean...

Mickey Crowe has been involved in the industry for over 35 years. He is a trainer, speaker and consultant. You can reach Mickey at 678-314-2171 or CTCG50@comcast.net