“Exceeding expectations is
where satisfaction ends
and loyalty begins.” 
Ron Kaufman

It started out as “one of those days.” The cycle selector knob on our washing machine was inoperable this morning. It was stuck on “Drain & Spin.” I needed to do a couple of loads of laundry. The user manual recommended unplugging it for two minutes, then plugging it back in again. I did as directed, but to no avail. Knowing that the probability of my resolving this situation on my own was slim to none, I called the General Electric service line to set up a service appointment. The soonest they could get someone to come to our home was January 19th. That wasn’t going to work.

So I called a local company, DeAnza Appliance in Santa Clara. I spoke with Chris, the operations manager. He said he could have someone out to me on Tuesday the 9th. Though that would still present a bit of a dilemma as far as our immediate laundry needs, I graciously agreed to that date. 

Much to my surprise, Chris called me back a few minutes later, telling me that one of his repair techs was working in West San José this morning and that he could stop by around noon time to take a look at our washer. As promised, Marcos arrived at noon and assessed the situation. Within minutes, he had resolved the issue. It seems that even washers have computers now, and the problem had more than likely been caused by a power surge we experienced yesterday. Marcos made the adjustment and was finished. I now have my second load of clothing in the washer and it’s functioning perfectly.

It’s always nice when our expectations are met. It’s quite special, however, when someone exceeds our expectations. This is exactly what happened today. I had hoped that it might be possible to get someone out to do the repair today, but that was not my expectation. The Tuesday time-frame seemed reasonable. So when Chris called back, and then Marcus showed up to do the repair, I was more than grateful. 

I was impressed with the timeliness, courtesy, and professionalism provided by both Chris and Marcos today. What a great start to 2024. It is with confidence that I can recommend DeAnza Appliance on Scott Boulevard in Santa Clara. The family-owned business now has one more loyal customer.