It’s been awhile since my last post. We’re busy, real busy. The word is getting out about WellNest Home Cleaning. It’s not just quality — it’s also the ease of our technology, our pricing, and lastly, our commitment to top-notch customer service. Our approach to customer service is quite similar to a life lesson my wife and I are hope to teach our son. Life is 10% what happens to you and 90% how you react to it.
Little man is going to get in trouble at school and do lots of stupid things as he grows up. His inevitable mistakes will challenge us as parents. Are we going to immediately react and yell at him, “Never do that again! Go to your room!”? Or even worse, are we going to blame the other kid involved, or the school, or anything but him or us? I’m learning it’s much easier said than done, but I like to think we will coach him through responsibility and ownership, as again, life is 10% what happens to you and 90% how you react to it.
At WellNest, this is the guiding principle behind our customer service. With house cleaning, our clients see our work while cooking dinner, while showering, while putting kiddos to bed. But being a human-intensive business, when we’re cleaning 5-10-15 homes a day, we are going to make mistakes. There’s no denying it. We believe in being authentic, owning up to our mistakes, and making it right. We don’t take our 100% Satisfaction Guarantee lightly. It’s real. Just call or email us and we’ll be back that day or the next day to make it right. And we’ll always learn from it. Mistakes will happen but it’s our response that builds trust. This is shown by our 94.4% retention rate amongst our subscribing customers.
This is another parallel between parenting and entrepreneurship. Adults and kids all respond to actions, not words. Little man will learn from how we handle actual situations, not from talking about hypothetical situations. Talk is cheap, actions speak volumes. No one can control life. Follow the 10% / 90% guiding principle. It’s something WellNest does really well. As a Dad and as a person, it’ll take time, but I’m working on it.
-Phil Harper, CEO, WellNest Home Cleaning
WellNest Home Cleaning is a 100% all-natural, 100% online in-home cleaning service based in Arlington, VA. Click here to obtain a price and schedule an appointment.