So, it’s a given then, that things can (and do) go wrong. The real test is when this happens, w hat do we do to make it right? We’ve found out for example, that just correcting the problem may not be enough…that if we’re not careful, there may be a “customer relationship” problem after the initial mechanical problem has been corrected. If this relationship is damaged, the consequences can be very costly.

     If there is any one thing we have learned from our 52+ years of experience, it is that any success we may have achieved has been directly related to the satisfaction of our customers that result in their referrals, their word-of-mouth advertising and their repeat business.

     Having said that, you would think it would be relatively easy to listen to a customer’s complaint, especially as we know that it is our policy to do everything possible to resolve it. But it isn’t!

     Unfortunately(?) employees are human too. Even though we have tried to impress upon them that a diamond is “just a piece of coal that made good under pressure”, when a customer is voicing dissatisfaction, it is very easy to become impatient and defensive even though we know that nothing can be resolved if we don’t first hear what is troubling the customer and listen without interrupting whether we think they have a valid reason or not.

     We try to impress on all of our employees, that in a very real sense, our customers are doing us a favor when they tell us why they feel frustrated if they didn’t get what they expected. That if we resolve their complaints satisfactorily, they can likely be changed from a critic to a strong supporter, all the while keeping us competitive and successful.

     We know that “word of mouth thing” works both ways…that customers who have had a complaint satisfactorily resolved, are likely to be more loyal, so that it is much, much better for us to have the opportunity to resolve a problem than for them to vote with their feet by taking their business somewhere else.

     So, we’ve made special efforts to make it easy for our customers to let us know if for any reason they feel (1) that they didn’t get what they expected or (2) have any suggestions as to how we can do our job better. You can choose for example, any of the conventional mediums (phone, fax, email, snail mail) it does not have to be a formal letter.

     But not only do we prominently list the conventional ways (Phone, Fax, Email, Snail mail, numbers/addresses everywhere we can think of but we have tried to c reate new ways for customers to let us know when things go wrong as well.

     On our web site, there are 4 separate places encouraging customer feedback. They are:

     1.   Are We The Best We Can Be?
     2.   How Do We Measure Up?
     3.   Report Card.
     4.   Request to report website errors on each web page.

     Finally, in every issue of our newsletter that we send out twice each month, there is a paragraph devoted exclusively to encouraging thereader to call re any need for information.

     What does all this mean to you as a customer? Simply this. If our service has not in any way been as good as you expected or what we promised, here’s what you can expect:

     1.   We will listen to what you have to say and put things right wherever possible.

     2.   We take your views seriously and you can expect any complaints to be recorded and followed up promptly.

     Just as we welcome your comments when you have received good service, we encourage our customers to alert us when “Things Go Wrong”, so that we can use both positive and negative feedback to influence future planning of our services and products that will maintain the best possible standards of service that our customers have known and grown to expect.

     By the way, “Shippai suru kanousei no arumono wa, shippai suru” is the Japanese rendering of Murphy's most famous law -- "If anything can go wrong, it will".

For Our Newsletter Customer’s Eyes Only:

       In just 19 days, our special seasonal discounts to have your cooling system prepared for summer begins. Effective dates: 03/15/05 to 05/15/05.By scheduling now you can get the maximum discount available (up to a whopping 40%) and pick the day that is most convenient for you, before the rush begins.

     While the strictly limited special seasonal discounts are in effect from 03/15/05 to 05/15/05, please note that it is on a sliding scale designed especially to encourage early registration (for example, the 40% discount is only available for 15 days).

     Need proof that we offer the area's most comprehensive preventative maintenance service available (40 points!)? Count them yourself! See in writing, not only the name of each of the 40 points BUT the effect each point has on the performance of your system (and why you should not settle for less) by going to our website. Click here. We believe we are safe in saying, that no other local contractor can match that list!

     Order NOW! Save a whopping 40%! (plus an additional $5 for scheduling online).  On line reservations can be made by clicking here . Reservations can also be made by phone. Call: HOT-COLD (468-2653).

     The cost of the "check-up/tune-up" is a small price to pay for superior equipment performance that results in lower energy bills and extended life performance. Remember, THE MAJOR CAUSE OF EQUIPMENT FAILURE IS INADEQUATE MAINTENANCE.


Why not do it right now? Just click here.

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