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Blog Is The Customer Always Right? by Los Gatos Fence Company The engine that drives our company is management, and down the line to the residential crews. We are only as good as the worse employee that represents our brand. That why we have a system of teamwork from the beginning of the job to it's completion. Our estimators, managers, drivers and crews are our real asset - our product. They deliver the service that we are known for. We are very good at what we do. We promise high quality and over deliver. Is the customers always right? Yes, unless he or she is wrong. Quite often a customer will have an idea of how they want something built and many times it is not the proper way. Our estimators will explain that what the customer is asking for is not going to work, or last , look good or is not to code. Most of the time the customers truly appreciates our product and we get many jobs this way. We do turn down jobs on a weekly basis. An example is someone is selling their home and wants to double board a fence so it appears new. My estimators and even crews use to call me with questions that a customer was requesting them to build something against our policies. I do not get those calls anymore from my estimators because they know what we do and do not. The front line crews know (once a job is in progress) to make the decisions and know to try to explain that the request is not they way to build. 90% of the time it ends there and the customer is grateful for our knowledge. Sometimes we get an adamant customer that want's us to build something wrong, the foreman steps down and then the estimator takes over. We explain right from the beginning precisely what and how we are going to construct our fences and the problem always stops at that level. I am proud to say that after over 28 years of doing this I have never not been paid. In the end the customer is always right and always happy. We go that extra mile but will not construct inferior work. The fence business is a bit more challenging than a roofing company or door company that deals with one homeowner. Somedays we are working for a dozen or more customers because 99% of the fences we build have at least one neighbor and usually several, sometimes six or seven neighbors. So we work with many personalities - I love the challenge but it is not for everyone. There unfortunately are chronically unhappy people and usually we get to experience them as the neighbor of who we contracted with. Rare. That is usually when I step in and when I can make an unhappy person happy - well, that is what it is all about. And that has what has always happened with those rare situations. Customer Service And Satisfaction Is Everything At Los Gatos Fence Company And Home Improvements! Thanks for reading! Troy Emmett