At Landmark Home Warranty we pride ourselves on providing excellent customer service for our homeowners. We want to make sure they feel like their home warranty is an asset to them, and that Landmark has their backs. Jeff Mabey, a Customer Service Manager at Landmark Home Warranty, proved this when he went above and beyond for a customer, even though the claim the customer had filed wasn't covered in Landmark's contract. Jeff wrote a guest blog this week about his experiences providing remarkable service at Landmark Home Warranty.
Guest Blog by Jeff Mabey
Customer Service Manager at Landmark Home Warranty
Our number one priority at Landmark Home Warranty is customer satisfaction. Being in the service industry, we are dedicated to making sure our homeowners are taken care of, regardless of if we can or cannot provide coverage. We want anyone that comes in contact with Landmark Home Warranty to walk away feeling valued and as part of our Landmark family. Additionally, anyone who is hired on at Landmark Home Warranty strives to provide remarkable service and ensure everything we can do in our power to help our customers is done. We thrive on the satisfaction it brings them when we go the extra mile.
The one in white represents Landmark Home Warranty and the one in gray represents our homeowners ... you probably already figured that out though.
As a home warranty company, the service we offer is to help homeowners with repairs on covered items that have failed due to normal usage. The greatest benefit of a home warranty is that there is little or no cost to the homeowner to complete covered repairs! Generally the $60 service fee for diagnosis, and at other times some additional costs, are all that are required to complete a claim. Repairs that would normally cost hundreds or possibly thousands of dollars come out to next to nothing, just by having a home warranty. Of course, Landmark Home Warranty cannot cover every single repair. However, Landmark will fulfill the service offered when a repair falls within the guidelines of the contract.
Okay, so we might not be doing this when we fix your home systems and appliances ... but almost!
On one occasion, because of what was noted on a home inspection, Landmark was unable to provide coverage on a claim. Understandably, the homeowner was frustrated and upset that Landmark Home Warranty could not fulfill the service they were expecting. Landmark employees wanted to help them with their claim; however, the coverage was not available.
The mission at Landmark Home Warranty is to deliver remarkable service. What could I do to deliver such a high standard of service to a customer who felt as if Landmark just didn’t care? After considering different options, I received authorization to offer the repair at Landmark cost. While this is not a commonly available option, the contractor was willing to go the extra mile to perform the repair at the same rate Landmark would have paid. A solution was given that both satisfied the homeowner and Landmark was able to provide remarkable service, while still not covering the claim. While setting up the repair, the home owner mentioned to me that although it wasn’t what they expected, they were extremely grateful that Landmark went the extra mile to make sure they were taken care of.
Delivering remarkable service is what it’s all about as an employee of Landmark Home Warranty.If you want more information on Landmark Home Warranty, you can visit www.LandmarkHW.com. You can compare home warranty plans and see which coverage is right for you and your home.