Delivering Value Beyond the Fix
As we start a new year, it’s the perfect time to reflect on what truly drives customer satisfaction, and how we can keep raising the bar for service excellence.
Across the industry, one truth stands out: customers rarely choose us for the lowest price; they choose us for the value we deliver. And that value isn’t just about fixing the problem — it’s about how we show up during every interaction.
When complaints do happen, they often sound like this:
“The technician was in and out too quickly and charged me $200.”
“They fixed it, but didn’t explain what caused the issue or how to prevent it from happening again.”
“It’s working now, but I still don’t know how to use it properly.”
These aren’t criticisms; they’re opportunities to improve the customer experience. In fact, the best reviews consistently point to actions that are the opposite of those cited above. These include:
Taking time to diagnose clearly and confidently
Explaining why the issue happened, not just fixing the symptom
Educating the customer on proper use, care, filters, cleaning and prevention
Making the customer feel heard, informed and taken care of
Even on quick visits, value shows up when you:
Slow down enough to explain what you’re seeing
Narrate what you’re doing and why
Demonstrate proper use or maintenance before you leave
Answer the ‘How do I avoid this again?’ question
These behaviors lead to opportunities such as:
Fewer callbacks
Higher star-rated reviews
Less price resistance
More maintenance and follow-up work
Rich Jordan, CEO and founder of High Ground Service Pros serving New Hampshire and New Jersey, summed it up perfectly in a recent X post: “I got more price complaints back when we charged a much lower price,” he wrote. “We couldn’t afford the team and tools to deliver a solid customer experience. And customers rightfully punished us for it. Customers’ perception of value has to exceed price.”
A New Year, A Renewed Commitment
Make 2026 a fresh start — a chance to recommit to what differentiates your company. Make every service call more than a transaction, make it an opportunity to build trust, educate and create loyal customers who feel cared for, not just serviced.
Here’s a challenge for all BrandSource members in 2026:
Slow down to connect. Even a few extra minutes explaining what happened and how to prevent it can turn a routine service visit into a five-star experience.
Think beyond the fix. Customers remember how your technicians made them feel, not just what you repaired.
Deliver value every time. When customers believe they received more than they paid for, price becomes irrelevant.
Let’s make this the year we lead the industry in customer experience — not by doing more jobs, but by doing every job better. Together, we can turn every service call into a story worth sharing. Here’s to a year of excellence, growth and delivering value beyond the fix!
Technician Checklist:
Explain what caused the issue and how to prevent it
Narrate what is being done during the repair
Demonstrate proper use or maintenance before leaving the home
Answer the ‘How do I avoid this again?’ question
Make the customer feel heard and informed
