Carmel carpet cleaning service earns Angie's List first
Langenwalter Carpet & Stain Removal enjoys the challenge of a picky customer. "We love customers with high expectations, because we love to blow their minds," says Jennifer Mauck, who co-owns the highly rated Carmel, Ind. company.
Langenwalter's effort to satisfy customers of all types helped it achieve a significant milestone in Angie's List history: the only service provider nationwide to have accumulated more than 1,000 current member reports in all categories.
"We're thrilled the company inspires so many members to share their experiences," says Angie's List founder Angie Hicks.
Viewing Angie's List members' reports as a barometer of successful customer service, Jennifer and her husband, Mitch, go so far as to review them in weekly staff meetings with their 12 technicians and four office workers. "We love both praise and criticism, because everything we do is customer driven," Mitch says.
The Maucks say when they started their Langenwalter franchise in 1995, they wanted to differentiate themselves from other companies. The feedback offered by Angie's List gave them that opportunity. "Ratings are very important to us," Mitch says. "And Angie's List has absolutely helped promote our business."
Defining "current" and "total" reports
A company's current report count denotes the number of reports Angie's List members have submitted in a particular category within the last three years. The total report count is all reports in all categories.
But a focus on feedback alone doesn't lead a company to reach the 1,000-report milestone. "It's not easy to get people to rate you, even if their intentions are good," Mitch says. The company follows up with customers after each appointment, gauging their satisfaction and, if they're Angie's List members, requesting they submit a report.
Debbie Thomas of Castleton, Ind. says when her cat contracted a chronic intestinal condition in 2006, it regularly dotted her home's carpet with unsightly vomit. She called Langenwalter to remove the stains and was so impressed with the initial service, she's called the company every time she's needed carpet cleaning, carpet repair or kitty upchuck removal — more than 20 times in all. "Nobody cleans like Langenwalter," Thomas says.
Angie's List member Kerra Money of Brownsburg, Ind. says she was mortified when the septic system in her new home flooded her basement, leaving behind stained carpet and water damage. But a quick call to Langenwalter helped ease her worries and restore her basement. "It was a very stressful time," Money says. "It was absolutely calming for them to take care of everything."
Members also appreciate Langenwalter's technicians, who often revisit the same customers for every appointment. Mitch says hiring and retaining employees who pride themselves on customer satisfaction is key to his company's success.
Thomas says her technician, Jason Hanna, the first employee hired by the Maucks in 1997, has become a regular stain-removing fixture in her home. "I probably see Jason about once a month," she says.
Langenwalter received its first Angie's List report in 1995. Originally specializing in carpet dyeing, the company has expanded its services to include carpet cleaning, stain removal, Oriental rug and upholstery cleaning, water damage restoration, and, most recently, leather and vinyl repair. The company has earned the Super Service Award every year since 1999.