4
THE DAVEY BULLETIN
|
September/October 2018
ASK THE CEO
EXCELLENT CLIENT EXPERIENCE
Q. What do you consider excellent client experience?
A. I see it as going above and beyond the client's expectations from
start to finish. That means from the time we get the call for service
all the way to invoicing, we do more than what we said. We want our
clients to be impressed with our professionalism and the way we
handle things for them. Most of our clients, because they're so busy,
they just want someone they can trust to get it done every time.
That's what I look for in a service provider, and I'll stay loyal to them
forever if they consistently earn my trust. For me, excellent client
experience is about building that loyalty and being honest, being
communicative in the way the clients prefer, and following through.
The flip side of that is that if we do make a mistake, we must
address it very quickly. You can gain a lot of loyalty if you can recover
from a bad service experience. And we've gotten better at that,
but that recovery process can always be improved.
Q. How can our field employees help provide that excellent
client experience?
A. You should know that your appearance matters. You need to
be neat and presentable. Also, take pride in your work and be
accountable for your actions. And always look for the bigger
opportunities to impress the client. Go the extra mile and give
recommendations. Remember, we're the experts. They want
to hear our ideas.
Have an example of excellent client experience?
Send it to us at bulletin@davey.com.
Pat Covey
Davey President and CEO
CLEVELAND WEST
TERRITORY
Eddie Hill, Steve Hovan,
Frank Monteleone, Vito Monteleone,
I wanted to express my deepest
gratitude for the work that the Davey
Tree team did in helping with our
community park planting. The hard
work, professionalism, expertise and
guidance that Davey has served to
make the event a huge success! The
team of Davey individuals prepped
everything in such a way that it made
certain the event was well suited for
the high school interns, community
members and caregivers who
participated. I'm so grateful to Frank,
the team of managers and the whole
crew who served and worked on this
important event. This allowed us to
showcase our commitment to the
community and also the importance
of green spaces to support the health
of our patients and the region.
Many people and organizations talk
about partnering, but your team proved
to be a true partner for Cleveland Clinic,
our caregivers and our community.
I'm looking forward to continuing to
deepen our partnership and find other
ways to work together.
John Utech
Cleveland Clinic
DAVEY RESOURCE GROUP
Connor Kaufmann
Mr. Connor Kaufman came over today
and he displayed excellent knowledge
and he really worked to solve a
BG&E tree matter very well. He should
get some kind of commendation for
a job well done. He represents your
company very well. You need to get
more employees like Connor.
Carl Dixon
Hanover, Maryland
LETTERS
