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Homesense Company & Community Archive

The Cost/Benefit of Customer Satisfaction

By: Brian Schutt  |  September 29, 2010

Every worthwhile enterprise should start with high goals.  For us, the high goals include complete customer satisfaction.  The classic saying tells us that “the customer is always right.”  The flip side, of course, is when “rightness” is under debate. So taking the factors –> Goal of complete customer satisfaction with the unfortunate reality that human...
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A Story of Trust

By: Brian Schutt  |  September 17, 2010

Earlier this summer when temps were in the 90’s for week’s at a time, we received a call from Mike.  He owns and rents a condo on Mass Ave. in downtown Indianapolis, it’s about 5 years old, and in one of the nicest developments available.  He had received a call from his tenant complaining that...
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Indiana Tax Rebates Up to $1,000

By: Brian Schutt  |  April 3, 2010

There has been alot of publicity about the Federal tax credits up to $1500 for high efficiency heating and air conditioning units. On top of that, Indiana now offers the below rebates of up to $1,000 per household until the budgeted $6.1 Million runs out. Act fast! —- Indiana – Residential Energy-Efficient Appliance Rebates Incentive...
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Growing a Brand Essence of Trust

By: Brian Schutt  |  December 17, 2009

Talking to my good friend Nila Nealy from TwentyTwo this morning, I was reminded why there are so few great brands. In just a few minutes of conversation, we identified multiple layers of adoption that are required for a brand to be lived out by an organization. The more people a company has, the more...
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Building a Brand in a Commodity Business

By: Brian Schutt  |  December 11, 2009

While there are hundreds of heating and air conditioning equipment brands out there, most are manufactured by three companies and have different logos slapped on the side of the equipment. So, local install/service companies generally decide what type of company they want to be by what product they work with. You want to be the...
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Customer Service by Aristotle

By: Brian Schutt  |  December 9, 2009

“We are what we repeatedly do, excellence, therefore, is not an act, but a habit.” – Aristotle Practice makes perfect, right? No. Practice makes permanent. Whether it’s Peyton Manning throwing pass, Southwest pilots flying airplanes, or an HVAC tech working with homeowners, the human condition of unconscious habits are dictating the majority of what we’re...
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Customer Service – She’s Just Not My Type

By: Brian Schutt  |  November 23, 2009

What’s good customer service look like? We’ve asked ourselves that question a lot since starting homesense. We’ve asked a lot of other people too. In some ways, it’s like asking what type of person are you attracted to, in that everyone has their own preferences. As comedian Mitch Hedberg said, “You can’t please all the...
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