“We are what we repeatedly do, excellence, therefore, is not an act, but a habit.”
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 doing. Peyton Manning threw thousands of footballs before he was drafted to the Colts, and *hopefully* your Southwest pilot spent a few hours in a plane before you jumped on board.
However when it comes to customer service, most companies are content with having someone come to your home who’s never been trained. The reality is, while there are levels of technical ability within heating and cooling, most technicians are going to have similar skills. It’s going to be the soft skills of working with the homeowners that will create an experience worth talking about. Are they looking you in the eye? Are there clothes clean and ironed? Are they answering questions and talking to you in terms you understand?
A new heating and air conditioning unit is a major purchase. As a homeowner, don’t put up with someone who is not treating you like your business matters. At Homesense we’re modeling the right behavior, so that we have customer service that would make Aristotle proud.