Expensive services do not always guarantee gratitude or emotional impact

Thank you as always! This is Kaiun-san.
Looking forward to working with you again today! 😊

It happened three days ago.
I received a call on my phone.

It was an inquiry from an existing customer, and they asked me to come and take a look at something.

When I visited their home, they told me, "The soil on the ground is always damp, and it's bothering me."
They said they couldn't even sleep at night, fearing that a water pipe might have burst underground.

Upon observation, the damp soil was limited to one specific spot.

In such cases, it is indeed common for an underground water pipe to be damaged, causing a leak that seeps up to the surface.

Suspecting this, I dug up the wet ground.

After digging a little, the water pipe appeared, and I inspected it thoroughly, but I could not find any leaks.

If there were a leak anywhere, the water meter should have been running, so I checked that as well, but there was no problem there either.

It seems the cause was not a water leak.
Then what was causing the soil to be damp?

As I looked up and pondered, my eyes caught the rain gutter right above.

"Wait! This might be it! 💦"

The rain gutter attached to the eaves of the roof, directly above the damp soil, was broken.

That explained the cause.

Rain gutters are meant to catch rainwater and direct it to the drain, but because a part of this gutter was broken, rainwater was falling onto the ground directly below every time it rained.

As a result, that spot was constantly damp.
I immediately repaired the gutter, and the matter was resolved.

The customer, who had watched this whole process with me, thanked me over and over again, saying, "Now I can sleep in peace. Thank you so much."

One more thing.

This was an inquiry from the beginning of this month, also from an existing customer.

They said there was a leak coming from the living room ceiling.
So, I went over immediately.

When I looked, there was a large water stain in the middle of the living room ceiling, and it was clearly leaking from somewhere.

There is a bucket on the floor collecting rainwater.

I started the investigation immediately.
However, the source of the leak was not easy to find.

Until now, Kaiun-san's "leak detection rate" has been over 95%.
Even with that track record, I couldn't find it.

The customer was watching us anxiously. After all, if the leak isn't fixed, it interferes with their daily life.

We also felt a heavy sense of responsibility.
We had to find the cause no matter what.

While we were at it, we discovered a 5-centimeter crack at the junction between the floor and the wall of the second-floor balcony. This was the cause.

We had finally managed to find the source of the leak.

We immediately had the customer confirm the source of the problem, and we repaired the crack with silicone. It was due to aging.

I will never forget the look of relief on the customer's face at that moment.
It just goes to show how much stress people feel when a leak occurs.

I was very much appreciated this time as well. Just like when Lord Mito Komon solves a case (laughs).

Both the aforementioned gutter repair and this balcony crack repair did not require much work, so the cost was not high. However, the inspection and investigation are difficult. It's the process of finding the problem that is hard.

Moreover, the customer was worried and watched over us the whole time.

What am I trying to say in the end?

The conclusion is that a customer's emotional impact and gratitude are not determined by the amount of the contract fee is what I mean.

Among the jobs Kaiun-san takes on, there are of course high-priced ones, but even when selling expensive luxury goods, it sometimes ends with just a single "thank you" comment from the customer.

Expensive items and luxury goods are nice when you buy them, but eventually, the joy fades.

Moreover, there is a slight regret lurking somewhere in the heart, thinking, "I spent so much money..."

For example, even when you buy a new car, you are careful not to scratch it at first. You wash it constantly.

But don't you gradually lose that initial caution? It's because the joy doesn't last long.

However, people rarely forget when someone solves a problem for them when they are in trouble.

Even if it costs money, people focus more on the fact that their problem was solved.

For example, what would you do if your car suddenly stopped while driving through a snowy mountain late at night?
You would call roadside assistance or contact a nearby repair shop.

If you were lucky enough to get through and the worker who came fixed it properly, how would you feel?

You would be more grateful for having it fixed than for the repair cost itself.

Even if the repair cost was trivial compared to the price of buying a new car, the emotional impact at that moment is something that lasts a lifetime. You will never forget it.

There should clearly be an emotional difference compared to when you buy a new car.

Therefore, expensive items do not equal special emotional impact.
Solving problems equals special emotions.

Even if the payment for having a problem solved is less than the high price paid when buying something you want, the degree of gratitude toward you will be completely different.

The business that Kaiun-san is promoting is this problem-solving business.
Sometimes, cases even arise that affect people's lives.

Even if you are taking on work at a low unit price, if your work is solving people's problems, please proceed with your head held high, even if your sales are low right now.

Your customers are watching you with favorable eyes.

Eventually, many cases will surely be brought to you by customers.
Believe in that and let's continue to steadily go around solving the world's problems.
Naruhiko Kaiun

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