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We made a mistake at this customer's home -- here's how we made it right
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HVAC Quality Check with Keith
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she was uh very happy that we came back and made sure that everything was right that's one thing we'd really like to do is come back after a few days things are different whenever you have a brand new unit put in there's rooms can feel different in temperature uh the thermostat could be a little bit different we can talk about those issues and try to resolve them a lot of them are just the easiest fix you could do just simply changing a little setting on a thermostat it's something that they might have to live with with other companies but we're right there to try to fix that it's not a check that we think that there's something wrong we just want to make sure that if there's anything that we needed to do better we could be doing it better
We made a mistake at this customer's home -- here's how we made it right
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customer called us and said that she was having an issue and we were out here about a month ago. Um, you know, after reviewing everything after looking over the system, um, you know, it it it could have been just an oversight on our part on on not accurately looking at the at the refrigerant pressures and and not completely understanding what we were seeing, but we came back out here, got the customer taken care of. You know, she's happy, we're happy. Whenever we have a call back, we like to know what we did wrong for the customer to call us and and not just not just call to yell and say they got somebody else out, but you know, we like an opportunity to get back out here and and you know, see where we messed up, if we messed up, and and you know, get the get the customer taken care of and and that leaves everybody satisfied. [Music]
Why HVAC techs should fully diagnose issues
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what I do always tell customers though is just because we're changing it out today does not mean it's going to be the only thing that's wrong with it I always try to tell customers that hey if this failed I can't check anything until we get it replaced because I don't want to tell them this is only thing wrong and then something else fail on them
Owning up to our mistake on this call back in Newcastle, OK
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a customer called us and said that she was having an issue and we were out here about a month ago um you know after reviewing everything after looking over the system um you know it it it could have been just a an oversight on our part on on not accurately looking at the at the refrigerant pressures and and not completely understanding what we were seeing but we came back out here got the customer taken care of you know she's happy we're happy whenever we have a call back we like to know what we did wrong for the customer to call us and and not just not just call to yell and say they got something somebody else out but you know we like an opportunity to get back out here and and you know see where we messed up if we messed up and and you know get the get the customer taken care of and and that leaves everybody satisfied
HVAC Service 101: be thorough, report all findings to the customer
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We want to make sure we catch everything if we can. What I do always tell customers though is just because we're changing it out today does not mean it's going to be the only thing that's wrong with it. I always try to tell customers that, hey, if this failed, I can't check anything until we get it replaced because I don't want to tell them this is the only thing wrong and then something else fail on them.
What’s Actually Included in Your HVAC Quote?
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what's included in the quote. One of the main reasons I think it's important for a customer to get this question answered is one to verify the caliber of company they're working with. Two, to get peace of mind to know is everything that that we're talking about going to fix my problem. The stats show that most people will only buy two HVAC systems in their life. So, this isn't a huge like, you know, once every 3ear purchase. Most people will only have to go through this process twice. So, make sure that you get the what's included in my quote answered before moving forward with any company. Young Rose.
