“Zooby is going to be the only company I use moving forward.”
Most of the emails Elmer gets are about schedules, estimates, materials, and the hundred details that come with serving homeowners every day.
Every now and then, though, one arrives that gets forwarded around the office.
Not because someone asked for a review.
Not because anyone expected it.
But because a customer simply wanted us to know.
Recently, Steven Goodrich sent Elmer a note after Zooby wrapped up a few projects at his home.
The work started with something frustrating. Steven had exterior siding trim, window trim, and caulking done by someone else, and, in his words, it had been “a crappy job.” He called Zooby to make it right.
Michael coordinated the project. Clyde adjusted window trim boards that never looked quite right and left them looking the way they should have all along.
Steven also trusted us with drywall repairs and painting inside his home. Jose repaired cracks, matched the texture, and blended the paint so seamlessly that Steven wrote, “You can’t even tell there was a crack; texture and paint match perfectly.”
What touched us most wasn’t the praise for the workmanship, though we’re certainly proud of it.
It was the gratitude.
Steven wrote that his concerns were addressed quickly. He shared that our team was waiting outside for 15 minutes before the start time on both days, ready to get to work. He thanked Michael, Clyde, Jose, Peter, and Joe by name, calling them “awesome and super easy to work with.”
Then he wrote something that humbled all of us:
“Zooby is going to be the only home repair Co. I use moving forward.”
He had already recommended Zooby to two coworkers for upcoming projects before he even sent the email.
Elmer often says that homes matter because the people inside them matter.
Notes like Steven’s remind us that the work has never only been about paint, roofing, siding, or repairs. It’s about serving our neighbors well enough that they trust us with their homes and feel comfortable telling others to do the same.
Steven, thank you for taking the time to write. It meant more than you probably realized.
And to everyone on the Zooby crew who helped make this experience possible, thank you for treating another homeowner the way you’d want your own family treated.
Jeffrey Eisenberg is a renowned optimization expert and co-author of the NY Times bestselling marketing books, such as “Call to Action” and “Waiting For Your Cat To Bark.” He co-invented the Persuasion Architecture framework, helping companies increase sales by over $1 billion. Jeffrey has trained and coached hundreds of companies, including Google, NBC Universal, and HPE, by optimizing their customer experience and sales processes using data-driven strategies. He excels at anticipating customer needs and driving innovation.