By Pamela Singleton, Sonitrol Pacific Director of Communications
Posted August 24, 2009
Sonitrol Pacific thrives on a culture of service. Every member of our team always strives to take the best possible care of our clients and deliver the best security possible.
However, this same fanatical adherence to service comes into play with people and businesses who aren’t clients too.
Michelle Evans, Sonitrol Pacific Operations Center Manager, received a raving fan email from a non-client after members of our service team went out of their way to help.
Last week while my wife was at home alone, the security alarm–which was installed in our house but had not been in service since we moved in six years ago–activated accidentally. My wife called me in a panic not knowing what to do. The alarm was deafening and was driving both she and our two dogs crazy. The neighbors started calling the police and one came over and tried unsuccessfully to disconnect it.
I called your office for help and was immediately directed to the service department to see what they could do. Within a matter of minutes the service department contacted one of your technicians who was in the vicinity of our home and headed to an appointment. He offered to divert to our home and help us with what was quickly becoming a nightmare experience for my wife. Within about 30 minutes from the time I initially called your office, your competent technician had arrived and disconnected the system.
I can’t tell you how grateful my wife and I are for your quick response and willingness to help on short notice. In addition, your office advised me that they would not be charging us for the service call despite my insistence on paying.
We can’t thank you enough for your courteous and professional service. Please feel free to use us as a reference anytime. We will gladly recommend your service to our friends and family.
Scott and Barbara