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Review 6/30/2011
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Advice to company: develop more professional business practices to build credibility. You apparently are bona fide, but that isn't always obvious to the customer.
(1) Give realistic arrival time "windows" for customers. I called this firm to arrange an asbestos test when my flooring company had to stop work after discovering some black adhesive under a kitchen floor. We arranged a time in two days. The site agent arrived 5 minutes after the end of the hour window. (I had to call to find out if he was still coming.)
(2) Bring receipts for payment received (plus a few business cards!). He filled three little plastic packets with material and charged $400. As I handed the check, I asked for a receipt, but he didn't have any receipt forms with him. He promised to email a receipt the next day from the office. He didn't leave me any document/card with address to contact. (Not trust inducing.)
(3) Provide *prompt* results in multiple forms to multiple recipients - not just customer. Another employee called later the same day to say the results were negative (good news) but said they couldn't send a lab report (or receipt) until the next business day. Around 10 am the next day with no email report, I called to give them the fax number of the flooring company and asked them to send results directly to the company. The phone agent at first didn't want to fax, asking me to forward the results myself. ($400 for this service?) Finally, I persuaded her to fax. The flooring company called early in the afternoon to ask where the results were. I called AAL again to say the flooring company hadn't received anything. AAL said their fax machine wasn't working and the report would be "ready in a half hour." An hour later no email had been received. I called again and the agent said it "usually takes 20 minutes" for the email to show up. After several more calls re the missing email - just a half hour from closing time for the flooring office - the email with attachment was received. (Nail biting time.) The report was multi-page and looked professional, but it was the first part of my experience with them that gave me any reassurance I wasn't being ripped off by scam artists. They could do much better in customer relations and professionalism.
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