Brand Standards

1/15/2021 (Permalink)

If you are in need of restoration, contact us today! 530-222-0200

Recently we conducted a review of our business and brand to discover ways to better serve you, our customer. It is best stated that “ your brand is not what you say you are, but what others say you are”. One of the activities we completed was gathering all of our customer reviews and review what was said. We synthesized that information and discovered a few key areas that make us stand out in the crowd. Here is what we found!

Empathy and professionalism

After compiling over 150 reviews, what customers appreciated most about us could be broken down into 2 categories, empathy, and professionalism. What was interesting is that our customers defined those 2 categories with 3 values that overlapped to create each category. How our customers felt combined with our attitude created a sense of empathy, and our attitude combined with our work defined our level of professionalism. 

How our customers felt

We combined over 30 reviews specifically speaking to how our customers felt and formulated a remark that encompassed the attributes communicated by each. Here is what was combined: 

“SERVPRO of North Shasta, Trinity, and Greater Tehama Counties was very considerate of my emotional state. They helped to restore my peace of mind and confidence. I felt that I could trust them, and I was treated like family. They made my house feel like a home again.”

Our attitude

We combined over 20 comments regarding our attitude, many of them included generosity, supportive, and a customer-first attitude. Here is the combined remark that was created:

“SERVPRO of North Shasta's attitude was kind and friendly. They truly went the extra mile and kept me informed all the way through. I genuinely felt like they put me first.”

Our work

There were over 50 remarks regarding our quality of work. Of the highest attributes expressed, there was a mix of knowledgeable, timely, and high work standards. We combined these and many more attributes expressed to create this summarized statement:

“SERVPRO of North Shasta was very quick to respond! The workers were highly skilled and knowledgeable,  and I felt informed throughout the process. Their attention to detail and diligence lead to accurate and fast work. These attributes along with their cleanliness after the job was done communicated their high level of professionalism.”

If you are in need of a restoration company that values empathy and professionalism, contact us today. We would love to help!

530-222-0200