Every company of every size deals with customer complaints. When you Google Monitronics, you’ll notice that we’re not immune to unhappy customers expressing their frustrations. And we don’t want customer’s to be silent, because what makes the difference is how Monitronics helps customers. Responding to customer concerns is important to us. That’s not “I want your business” lip service either. Just ask Esther Curiel of Austin, Texas. She gave a poor review on the Monitronics Facebook fan page. Here’s part of what she said:
“I wish i could say that i’m a fan of yours, but i can’t….i just want you to fix the alarm system i paid for. I dont want to have to pay all these BS charges you’re tacking on for your mistake. I want my children to be safe. That’s all. Good customer service goes a long way. There are a lot of social networking sites out there. Word of mouth goes a long way too. Do the right thing guys.”
It’s not that Esther posted something on Facebook or Twitter that got our attention. It was Esther’s perception of Monitronics and the fact that her security system needed work. We value our reputation and want our customers to enjoy their Monitronics alarm monitoring service. We understand. We make mistakes. But we also strive to make them right. Here’s what happened with Esther once we made contact with her and asked how we could make the situation right.
“You guys direct messaged me back [on Twitter] and asked what had happened and what you could do to help, so I told you what was wrong with my alarm. You got back to me and went step by step the whole way with me. You sent someone out a couple of days later—he did a great job and was really nice. You could work on the courtesy of the initial customer service experience, [but] you all did a fantastic job and everything went smoothly.”
Thank you, Esther. This is the heart of Monitronics and is our core values in action. We strive to get it right the first time and when we don’t, we want to hear from you. Check out our Facebook page at www.facebook.com/monitronics or our Twitter page at www.twitter.com/monitronics and let us know how we are doing with your account. We want to know. We want to help make your situation right as best possible. Outcomes like Esther’s may not always happen, but we’ll do our best.
