Response from Lanham Window Co
I really regret that we were unable to meet this repeat clients expectations. We had been perfect the 2 previous visits. I was grateful that this client called me 15 minutes after the installer had left on Friday to advise me of dirty carpet and broken glass left behind. I am disappointed that the effort and good will that I demonstrated to resolve this problem was not communicated in the review. During the phone call I offered to immediately send the installer back to clean up. This client told me it was not necessary as they had already cleaned it themselves. I then offered to send a carpet cleaning company, of their choice, to clean if they felt it needed closer attention. They declined that offer as well. I made it a point to meet this client in person to better understand their concerns. I was under the impression, after 45 minutes of in-person contact, that I had resolved the issue. The true character of a company will only be evident by how well they take care of problems when they arise. Most of the time, our clients are appreciative of those efforts. I am embarrassed of the mess left behind by my installer, but I am very proud of the way we handled the situation. I have used this experience to teach our installers that sometimes a job may be more difficult than others, but to not show their frustration. I have reminded all employees that we always walk around the home, after completion, to be certain we have picked up all debris and tools. This has been our practice for over 41 years and is the reason we are a leader on Angie's List earning the Super Service award 5 years in a row.