I have always wanted to give the best customer service since opening up the heat pump repair company 10 years ago.
Anytime a patron has a complaint, I do my best to try to diffuse the situation and make the patron glad. 85 or 90% of our clients would say that they have had a good repair experience. I think that is a good amount of people. That is nearly 9 out of 10 people in agreement that our business provides excellent customer service and satisfaction. I make sure to tell all of the current employees that customer service is crucial to me. We don’t argue with the patron if they don’t agree with a quote. We don’t argue with a patron if they don’t want to pay their bill. I handle all of those problems and the repair workers don’t have to worry about anything except making the repairs and installing the heating or AC equipment. I hired a new guy and I knew he talked a lot during the interview. That type of chatter can spell disaster sometimes, although he had a fantastic resume and seemed to be undoubtedly skilled and expertiseable. After being on the job for only a week, I had to let go and terminate his employment with the heating and AC corporation. The guy got into 3 arguments with staff and one heated confrontation with a commercial patron that will entirely cost me a client. I hope that terminating the guy will keep the client happy. I do not want to lose their business over the new hire.