I have been the CEO for College Pro for 5 years. The great news is that we have made tremendous strides, even through the recession, to make sure we take care of our customers and our franchisees more effectively. Note that I did not say PERFECTLY.
I had an interesting experience within the first month of working as a CEO in 2006. I was looking at College Pro reviews online and noticed a few bloggers commenting on a College Pro Painters scam. As I mentioned, we are not perfect and we strive to improve. Some of the comments were unfounded. Some of the comments were fair. The bigger question is: regardless of the comments, how do you help the people if they need help and sift through what is fact and what is not?
We had a short-term and a long-term problem. Short term? Deal with whatever concerns head-on, not online but voice to voice, and communicate. Long term? We decided to be proactive and get to the root of the problem. We changed our customer measurement to a NPS -Net Promoter Score, we focused more heavily than we had on Franchisee experience and profitability, and we kept getting feedback from customers and franchisees to make sure we were on the right track.
The results? Since 2006, we have helped over 3000 first time and experienced young entrepreneurs run summer businesses. Our customer satisfaction has improved significantly, as did the profitability success of our franchisees. Good service and bottom line profit will usually win the day.
We continue to have areas in which to improve, and are committed to doing that. In business for over 40 years, we have completed services on 25,000 homes annually. We will continue to strive to be the best we can. Will we be perfect? No. We will likely hear more claims of a College Pro Painters scam, and will address any concerns head-on.