“The Sales Moment; Issue #122″
Everyone has a horror story about poor customer service or a pushy salesperson. I am no different, however, I have made it my goal to find people doing it right.
A few weeks ago Lesa and I were preparing to return home from a trip to the beach when our son called and said it was ninety-three degrees in our house. With Tennessee temperatures climbing into the hundreds, this was bad news. Especially since we just installed a new HVAC unit a few months ago.
The gentleman who installed our new unit was highly recommended from a friend. The installation went very well and we were pleased. Many times you can tell the quality of a person or company based on how they treat you after the sale.
It was a Saturday and we were four hours from home when we finally contacted the HVAC guy. He said he would be there as soon as possible. He had been seeing customers since daybreak and had several more appointments before days end.
We arrived home ten minutes after the technician and he had already solved the problem. He greeted me with a smile and explained what had happened. It was an electrical issue that had nothing to do with his installation. He used our water hose to clean the unit and as he came back around the house he took a moment to water some of Lesa’s bushes.
When I apologized for the inconvenience and asked what I owed him, he said no charge. He offered some very laid back advice about some things I could do to improve my efficiency and how he had stocked some units that I could use to replace my other HVAC unit if I chose too and save significant money. Please remember that it was six o’clock in the evening, over one hundred degrees outside and he had been working all day on a Saturday with two more appointments to go. He seemed to be in no hurry at all.
I told him that I was glad he was referred to us and he told me how most of his customers come from referrals. One lady in particular has referred more people that anyone else. She was a wife of one of our soldiers in Iraq. While her husband was serving our country, she was home with small children and no air conditioning. He replaced her unit at his cost. Did not charge her labor and told her to wait until her husband returned to pay for the cost of the unit. She was a happy customer.
After some more research, this man has volunteered for several Habitat for Humanity projects offering the material and his labor at no charge. He has so much business he can hardly keep up. He gets it.
Have a great week!