customer service

hvacfreak

...edit : and rework is never fun. -M

Keith_8

To delight the customer

Dan,
Thank you for sharing the article, it goes to the credibility of our industry.

It escapes me how a company can't see the wisdom of good business practices. Don't they expect to be in business 1 year from now, 5 years from now, forever? If they did they wouldn't be behaving in the manor they do. No reinvestment in tools, training, compensation, team building, technology, trucks, customer satisfaction.

Put your arm around the customer and understand where they are coming from. Not always easy to do but vital to longterm success.

High prices? Hard to quantify that statement, high compared to what?

Poor quality, lack of performance, not delivering what was promised, misinformation, no excuse for the customer feeling this way at the end of the transaction. Sure you will always have a few people with buyers remorse but it should be less than 1%.

None of us are perfect, in fact yesterday one of my techs called me from a repiping job we did in the fall. He questioned why the system is behaving the way it does during a power failure. After 2 phone calls bewteen the 2 of us we realized that I missed relocating a return water sensor and we need a small blend pump on the boiler. Not the customers fault I missed it during my survey. On Monday I'll pick up the phone, admit the mistake and take care of it at no charge to the customer. It's not the end of the world, clean it up, make it right and move on.

Take a look in the mirror......Do you like what you see?

Keith