Monday, September 30, 2019

Communication works

WE HAD A part replaced on the blower unit of our HVAC at the house this morning. We are actually getting a whole new air conditioner installed next week. Sheryl called three different companies requesting quotes, and made the decision based on who got quotes back to her. Simple.

The company we hired is not the company that does our yearly maintenance and to whom we are loyal. The manager that does quotes came to the house about 3 months ago and promised us a quote for the AC replacement and vent rework. He has also been to the house before that and promised a quote.... Sheryl finally figured that she should get quotes from other companies and see if any of them wanted the work. The other companies sent people to inspected the house and AC, and both companies got right back to us with quotes. It is easy to choose an AC install when you have quotes in front of you. Congrats! The job is planned.

We will still have our regular company do the yearly maintenance and any repair work. They are great at answering trouble calls and planning the twice yearly system checks. They even put in the furnace 7 years ago. We really are loyal to them. Except we REALLY needed a new AC this year.

That's one thing I learned in journalism - always return the call. Always. If people can't get a hold of you, it's bad for your reputation. It went the other way, too - many times when I'd have to track down a lawyer or a guy who owned a certain property and had no clue how to take care of it. When the calls didn't get returned, it would be reflected in the story. THEN they'd call back.

Returning calls may not seem like a big deal, but it's all part of customer service. We'll call you back, promise!

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