We’re proud of some of our mistakes. Not the mistakes themselves — but how we react to them. After years in this industry, we know things go sideways sometimes. It just happens. And we’ve learned that if we handle mistakes calmly and carefully, reasonable people always understand.
When mistakes happen, we work extremely hard to be helpful. So helpful that customers have been shocked at what we did for them.
There was a Zaarly cleaner working on a regular customer’s house, who had a beautiful dining room table that required special attention. A bottle of cleaning solution was knocked over by accident and spilled all over the table. The customer was (very reasonably) upset, and we told her we would do our best to take care of it for her and got to work.
The very next morning, a Zaarly handyman showed up at her door. He disassembled and removed the table with the stain, then assembled and installed a replacement of the exact same table the customer owned.
We had gotten the model and purchased a brand new table for her, had it delivered, assembled and the old one removed within 18 hours.
This customer was stunned that we would do that for her. That day, I think we gained a customer who would trust us forever, but more importantly — I think we did the right thing. We made a mistake, and we fixed it. And not just with a band-aid, we fixed it like it never happened.
We aren’t proud of our mistakes. But we know we will make them from time to time. So we can work hard to be proud of how we handle those mistakes, and the customers who we leave in stunned appreciation along the way!
