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Tuesday, September 21, 2010

The Douglle$$ Lawn Care Story

My last two entries have been prompted by complaints. Now I want to tell a positive Customer Service story.

Last week I once again served as Substitute Host on the Abdul in the Monring radio show on 1430 AM. A call came in from a lady named Denise Mertes. This call came in right after a caller named Ann had asked for a POSITIVE customer service story. Denise called in with a doozy!

She wanted to tell me about a fellow named Doug Pagach who started doing lawn mowing for Denise's 80- year old mother Charmaine some months ago. Doug is the sole proprietor of a side business he calls "Dougle$$ Lawn Care" (503-3441 if you want GREAT service for less money!) Charmaine had hired Doug to cut her grass but over the months Doug, a born handyman, has become "a true blessing" to Denise and her mom.

To quote Denise, "He's repaired her shed; he's planted (and continues to water) her flowers; he's trimmed her shrubs; he's shoveled snow." But it hasn't stopped there. Doug's become a true friend to Charmaine, so much so that, having learned of Charmaine's love of home grown tomatoes, he dropped several off when he last visited.

I was so impressed with this "home grown" service that I called Doug to confirm the story and find out what makes him tick. It was worth the time.

A 1991 Ben Davis graduate and the holder of an Associate's degree from Vinceens U, Doug is (SURPRISE!) a former employee of O'Malia Food Markets. "I worked for Pat O'Riley (then Assistant Manager at O'Malia's West 10th)in '87 and '88," Doug said proudly He also credits his 92 year old grandfather for "practically raising me and teaching me even before O'Malia's to do it right the first time and every time."

Doug's fulltime job is as a pool installer for Perma Pools, a twelve year career. He just started the landscaping and general fix-it gig "when the economy went south" a couple of years ago. He described it this way. "There's still enough pool work for about three days a week in the summer. I generally do that Monday through Wednesday and then do the lawn cutting and landscaping late in the week so my clients can enjoy the beauty of their yards on the weekend!"

I was so impressed with Doug, who went on to tell me how much he's learned from his many visits with Charmaine and how funny and positive she is. I encourage you to call him for your lawn, handyman or pool needs. I guarantee hel'll take care of you! After all, he's an "O'Malia Food Market Alum"!

What Did My Clients Say?

Very worthwhile…highly recommended to anyone who values customers.” -Julian Peebles, Ruth Lilly Health Education Center

“Thanks again for the wonderful presentation. It was exciting that our employees were fired up and began to think forward and place themselves mentally into some of the situations they may encounter at Victory Field.” -Randy Lewandowski, Assistant General Manager Indianapolis Indians

“…the overall attitude of our management team is much more positive…and the team is much more aggressive in tending to clients ‘and guests’ needs.” -Chuck Lazarra, President, Ritz Charles

“Danny is an excellent presenter who understands the benefit of high quality customer service. He relayed heartfelt stories that translated to our business and reinforced the impact that each of us has on customer service and its effect on our success.” -Doug Ruggles, Corporate Training Director, F.A. Wilhelm Construction Co., Inc.

“Your talk was very insightful and right on point. It also was entertaining and a lot of fun. The points you made were simple but highly effective. Your expertise in the area of customer service was obvious.” -Chad Wilke, Senior Event Coordinator, Indiana Convention and Visitors’ Bureau

“Danny is a delight—so full of energy—you feel inspired after spending just a few minutes with him. And there were several great pearls that I walked away with.” -Pam Bales, Consultant, Benefit Associates

“We have worked with many consultants over the years, but none more energetic than Danny. He worked diligently with us beforehand to model the program to our specific needs… From the President to the newest supervisor, we are all excited to begin implementing what we learned tomorrow morning! …..” -Rick Roberts, Vice President, Engledow Group

“I am also conducting the first Team Leader Training Class tomorrow. With a little help from the Danny O Experience I think it will be a hit! Thanks for being such a great motivator!” -Michelle Nichols, Corporate Trainer, Ossip Optometry

"I know some of you have brought in speakers in the past to inspire your staff. As you probably know, I’m difficult to impress. Well, Danny impressed me. For one thing, he’s one of you and not just another speaker. He made me wish I was working back in the stores. And for you wholesalers, he’s would be a great motivator for speaking to your independents. He got huge applause from the WGA retailers. I definitely see you having some quick payback having him speak." -Dave Livingston, DJL Research, LLC