Tag: customer service

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What sets us apart

Posted on | by chad

At 123JUNK, our mission is a key differentiator between us and the alternatives within our industry. The emphasis we place on our Culture of Excellence, Environmental Stewardship and Deep Community Ties are fundamental to the way we do business, and those elements of how we operate often times are the reason we are selected to perform our services.

Our Backgrounds are Diverse

Something else that may not be as obvious about what makes us special is the fact that we have a crew of Truck Operators with diverse and fascinating backstories that have shaped them into the great people our clients gush about on a regular basis. For instance, one of our team members balances his work at the company with training as a professional boxer. Another is an aspiring actor. We have a guy who spent years managing restaurants, while another earned his bachelor’s degree in conflict analysis and resolution. We have a number of devoted fathers on the staff, working hard to set a good example for their children about the undeniable value of a strong work ethic. We have a USMC veteran, who applies the discipline and honesty ingrained through his service to our country to the work he does helping our clients. You might even end up with the owner of 123JUNK himself showing up in the crew that comes to your home, getting his hands dirty to make sure we have yet another satisfied client.

Unique is a Good Thing

I think what’s most unique about the experience of having a 123JUNK crew come out and remove unwanted items from your property as opposed to one of the alternatives is that there is a shared sense of pride and a mutual respect amongst our entire staff. The things that make each of them unique are also the things that bring them together and teach them to work as a team, to appreciate what each person brings to the table, and to find common ground in completing a job well done.

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123JUNK Offers More Than You’d Expect

Posted on | by chad

Come into the 123JUNK offices and the first thing that catches your eye is our Core Values. They are printed, framed, and mounted prominently so that we all remember just what we’re here for.

Just having them posted creates an expectation within our company culture of how we will do business. Not how we should, but more strongly, how we will operate the business and treat our customers.

We Raise the Bar

In our philosophy, the measure of good customer service is EXCEEDING expectations, not just meeting them. This means communicating clearly and over-delivering on what customers expect.

Every one of our customers has a pre-determined “bar” that has been set by some service company or experience they’ve had in the past. They have an idea of “what to expect” before they hire us.

Our goal is to exceed that expectation.

We’re Different, Starting with our Touch Points

The 123JUNK staff is trained to ask a lot of questions on the initial telephone conversation. This way, we can provide an accurate estimate to ensure that the price we give once we arrive on the site aligns with the ballpark estimate the client was given by our appointment scheduler. We don’t want surprises any more than you do, so we make the effort up front to set the expectation correctly.

Most people don’t expect professionalism from a junk removal company. That’s why we like to shake things up and be different. Following the initial conversation, our clients receive a:

  • Confirmation email
  • Reminder call the afternoon before the appointment
  • Call 30 minutes prior to arrival
  • Post-appointment follow-up call (day of the appointment)
  • Handwritten thank you note after the appointment

If you think about it, when is the last time you were given this kind of consideration by a service company?

Creating Expectations is a Core Value

We believe in treating our customers the same way we’d like to be treated ourselves. That’s why we took the time to create our list of core values, and live by them each and every day.

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Why we won’t put you on hold

Posted on | by chad

We market ourselves pretty strongly on our process and our relationships with charities in the area. In terms of marketability and legitimacy of purpose, it’s probably our greatest strength. That said, it’s important to call attention to the part of our business that keeps our clients coming back whenever they have any disposal-related questions or hauling needs. That’s our high quality of service.

While a lot of our competitors (and other businesses in general) are shifting toward automation and self-scheduling over the web, a phone call is still the only way to finalize an appointment with 123JUNK. At this point, even the most well-automated system can’t replace the nuance that we can achieve with knowledgeable people answering the phones.

A person can understand your sense of urgency and work to fit you into the best possible spot on our schedule to fit your needs. There simply isn’t a computer or formula anywhere that can outperform one of our employees working proactively to address your pickup needs.

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123JUNK Scorecard

Posted on | by chad

Nearly a year ago, right before we decided to do a major overhaul on our brand, I asked my employees to grade the company in several areas. These areas included our customer service, our systems and processes, our company culture, our ability to communicate to each other and the general level of happiness each of us had within the company. We all sat down and discussed it in thorough detail. Everybody’s voice was heard and nobody was shy about their feelings. It proved to be one of the most impactful things we’ve ever done as a team because it really helped us identify the things that were preventing us from getting to the “next level.” We lay everything out on the table and each of us made a commitment that we would do our part to ensure that the company would reach its goals.

This week, as I was cleaning out some files on my laptop, I came across the meeting recap, which I blasted out to my team shortly after the meeting was over. I figured I’d share it (the good half, anyways) to the viewers of this blog, because it gives some insight on what we consider to be important characteristics of 123JUNK. As far as the less positive portion of the scorecard… well, I think we’ll just keep that part our little secret.

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