PEMBA’s success is based on how well we do our job. Customer satisfaction is truly
our concern. We delight in your
feedback and we want our customers to let us know how we can help and make
improvements.
If we have helped you with a lighting design, home automation project or provided you with light fixtures or other materials. Please call us with your questions or feedback.
The following feedback is on a trim out of a residence where items had gotten changed and moved.
Patricia,
I just wanted to let you know that whenever
we encountered problems you
handled
them in the most timely and most professional manner. I want to
thank
you for being so persistent in following up on the problematic areas.
Thanks
Scott
Below is a response to an inquiry we made to Gretchen, an interior designer. We had received a voicemail from a new home-owner, asking why their new lights might be tripping a breaker. We were only able to leave a message of a few things to check and never heard back from the customer. PEMBA had specified and sold the light fixture through the designer. We decided to contact the designer to make sure everything was okay. Below is the response from the customer to the designer which was forwarded on to us.
Dear Gretchen,
The lighting problem is solved and the dining lighting is great. Tell her thanks for her concern...how refreshing and unusual, to have someone inquire!
We
just love this house; you and I did such a good job. Thanks so much!
Patty
The following feedback is from a customer who stated our service was extraordinary and took time to use us as an example for a service quality survey course.
I
had to maintain a service journal for one of my classes. I wrote an entry
for
PEMBA based on the lightning experience we had during the summer. I thought you would like to see what I
turned in. I thought the level of service was so extraordinary that I had to
use this.
Thanks
for your help!
Jennifer
Name of firm/service provider: PEMBA
Type of Service (e.g., gas station, bank, restaurant): Lighting/Home Automation
Date: January 25, 2002 Time: approximately 9:00 a.m.
How did the encounter take place? (e.g., in person, over the phone, by mail)
The encounter took place in
person.
What specific circumstances led up to this
encounter? (e.g., purpose, location,
expectations, etc.) When we built
our house, we included an automated lighting system. It is a system that is not commonly found in this area. On January 24, we experienced an electrical
surge that knocked out our power until about 9:00 p.m. that evening. Knowing that surges can damage electrical
components, we set about trying to determine if anything had been damaged after
our power was restored. Our air conditioners,
some stereo components, telephones, security system, and lighting system seemed
to have sustained some damage. Early
the next morning, January 25, we began making calls to the various providers of
the equipment. PEMBA technicians were
the first ones to arrive at our home to assess the situation.
Exactly what did the firm/employee
say or do? Why? (Include physical
surrounding if appropriate). The
technicians assessed the situation and
ran diagnostics on the system.
It was determined that two of the modules were not functioning
properly. Upon further inspection, it
appeared that the modules blew fuses. The techs changed the fuses, reset the
modules, and again tested the system.
Everything worked fine. They
charged us their minimum service fee.
They even helped us to restore our telephone service until the security
system personnel could get out to assess the damage to that system.
How would you rate your level of satisfaction with this encounter? (Circle the appropriate number.) 5
Very Dissatisfied Very Satisfied
1 2 3 4 5
What exactly made you feel that
way? The techs are actually the
owners of the company; they are involved in the entire process, from lighting design
during the planning stage and providing the light fixtures for construction
through the installation of the lighting system. The lighting system is a low voltage system that ties into the
house’s high voltage electrical system which is the responsibility of the
electrician. The PEMBA team provided
reliable and responsive service. They
were empathetic with our situation and gave us assurance that they were
competent providers of the service.
They were very courteous and professional. One of the owners is an
electrical engineer and the other has a background in IT as well as lighting
design. The system works through the
manufacturer’s proprietary software, so IT experience is quite useful. Their business strategy is to differentiate
themselves based on providing a high level of customer service resulting in a
high level of customer satisfaction.
Their product is generally used in upscale homes and is expensive and
technical in nature. The service
encounter occurred at our home, and the tangible evidence included the
restoration of the lighting system and the blown module fuses.
What could the employee/firm have
done to increase your level of satisfaction?
What improvements need to be made to this service system? I can think of nothing that the provider
could have done to increase my level of satisfaction. They successfully hit upon every service dimension. Some people may think that the lighting
system is overpriced, but it is quite valuable to us. We are able to set the lighting to provide the exact atmosphere
that we desire, and the scenes that we have defined in the system provide the
appropriate level of lighting for the activities that occur regularly in our
home. Our family members cannot even imagine
going back to the traditional method of lighting our home. In addition, the level of service after the
sale that we received was excellent. I
would definitely utilize the service again if I were to build another home.
How likely is it that you will go back to this service provider? 5
Extremely Unlikely Extremely Likely
1 2 3 4 5
PEMBA INC
13031 River Road
New Orleans, Louisiana
70131
504.393.6441 fax 504.393.9398
e-mail uspsmith@pembaserv.com