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 people all the time. And last night all those people were at my show.” So how do we do service, without just doing what we’d do unto ourselves?

What we’ve started with at homesense is what we’re not going to do, instead. While it’ll probably cost us sales, we’re not going to be pushy about the need to get something done today. We are homeowners and have had technicians telling us we need (fill in the blank with technical term few people understand) and that it will cost hundreds more if we don’t get it done today. I’m pretty sure no one likes that feeling.

We’re not going to assume that we should make ourselves at home. Seems basic, but we’ve also heard about workers coming into homes with dirty shoes, smelling like smoke, B.O., or worse. We’re going to stay classy, and keep it clean.

Another thing we’re not going to do is give you only one option. We understand the tradeoffs in life. While getting your heating and a/c system repaired is almost a necessity, it’s still your choice if you want to use a space heater and extra blankets until it gets real cold. We’ll show you different systems, at different costs, and educate you on the benefits of each.

These are just a few of the won’t do’s in homesense customer service. We’d love to get your feedback on to do ideas. So, if you’ve had a great experience with customer service, or just a great idea that you think we should implement — share it!

Brian Schutt

About 

is the co-owner of Homesense Heating | Cooling. Born and raised in Indianapolis, he loves the city and its people, and is committed to bringing a servants mindset into the heating and cooling industry. One of the ways he does that is to translate the technical language of HVAC into the manageable and understandable for homeowners.

Have a question? Tweet him and you'll get an answer promptly.

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