The Customer Confidential Podcast
The Business Lessons of Rejection, with FirstService’s Charlie Chase
Why a residential company probes not only the customers who chose its offerings, but those who did not.
Net Promoter® practitioners traditionally seek feedback primarily from current customers, not prospective ones. Many rely on competitive benchmark NPS® surveys, double-blind research that’s conducted by an outside firm, to get a broader view of customer sentiment across their industry.
FirstService Brands, which provides property services, such as painting, remodeling and storage design through a franchise network, does things a little differently. The company not only collects feedback from its customers, but also those who rejected its offerings in favor of another provider. CEO Charlie Chase says that this feedback helps FirstService identify and address weak service experiences.
I recently had the pleasure of chatting with Charlie, who began his career as a painting franchise owner in 1982 and went on to start CertaPro Painters, one of the company’s brands. He’s a long-time practitioner with deep knowledge of the Net Promoter System®.
You can listen to our conversation on iTunes, Stitcher or through the player above.
Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
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July 12, 2018