The Words You Are Not Saying

This week in Behind The Door, Matt wrote a letter called Customer Service as Connection. This is the companion to that letter.

Every company says it has great customer service. Matt wrote about ours, and he started with what you deserve. Then he made a choice.

You deserve exceptional service, the best pricing, and the best delivery on parts. We work to bring all three to every visit. But Matt put it plainly: of everything we try to do well, we emphasize one.

Customer service. And to Matt, customer service means connection.

The door is the easy part

Here is something you might not expect a garage door company to say. The garage door is the easy part.

Springs, cables, rollers, openers. It all can be taught, and we can teach it. What Matt looks for first is caring about the person standing in the driveway. So that is who Matt brings onto the team: people who care about others first and foremost. As he put it, "The springs and bolts are the easy part."

A skilled hand fixes the door. A caring one notices you.

Hearing what you don't say

Matt's letter has one line we keep coming back to. The real work is learning "how to hear the words you are not saying."

When a door won't open, the problem is rarely just the door. It's the car stuck inside on a school morning. It's the worry about what this is going to cost. It's feeling unsure about letting someone new into your home. Most people won't say any of that out loud.

A Kraftsman listens for it anyway, and works on the worry along with the door. The aim, in Matt's words, is to "truly connect with you in a moment to bring you peace of mind and joy."

More than a tagline

"We're here to keep life moving." Matt calls that a cute marketing tagline, and he's right. Slogans are easy.

What sits under it is the part that matters. We are here to connect with you as humans, and to help you solve problems. How you feel when we pull out of your driveway is the part we are really working on.

One or two little things

This is where connection shows up in the garage. On every visit, a Kraftsman looks for one or two things to do that you may never even notice.

Clearing the cobwebs. Placing a washer in the right direction. Or leaving a pair of googly eyes somewhere, just so you laugh when you find them.

None of it is something you asked for. Nobody would check. That is exactly why it matters.

A phone call away

The easiest way to keep that kind of care close is the Golden Key Klub. It's $188 a year, one payment. Members get priority scheduling, an annual tune-up, and no trip or diagnostic fee. It keeps a Kraftsman close for whenever your door acts up.

Matt closed his letter with a wish, and we'll borrow it: here's to a beautiful day, knowing Kooler and our trusted team are a phone call away.

Call 970-660-3456.

Matt writes a letter like this one every week in Behind The Door. Get it in your inbox.