Bill, hope you are doing well. I met a couple of your team recently through a service call on our system. They were nothing sort of awesome and I want you to know about it.
A couple of weeks ago (during the mid-July hot spell) our system started popping a breaker. Of course, since it was near 100 degrees every day that week, I called in a panic wondering how buried your guys were, and how long I would have to wait for service.
The end of the story is that your team absolutely busted their backsides to respond promptly, get me into the already-packed queue, and also to respond promptly again when the problem proved more difficult than it seemed at first.
The tech was Patrick. He was on time, courteous, professional…all the things you hope for when someone does in-home service.
You know, Bill, it occurred to me when all of this was going on that the reason I bought the system from Eagle was because of your pre-sale service approach. I don’t expect you to remember since it was 7 years ago, but I entertained proposals from three (3) companies. EagleAir was neither the highest price, nor the lowest. However, I recall something about the experience that specifically influenced our decision to choose you:
After your Estimator came out to see me and the proposal was due, you called me and asked if you could come out personally and take a look at my ducting and this goofy accelerator fan we had in place at the time. You told me that the job seemed “unusual” enough that you wanted to get a deeper look at it and ensure the Project Scope was correct. I recall Dixie and I talking over our choices and agreeing that we felt like that level of attention to “getting it right” was going to be an indicator of your service-after-the-sale, if we ever needed it.
We were right.
You’ve clearly built a great organization, and everyone from the techs who come on site, to the people who answer the phone in the office make sure your customers feel like they are in good hands.
What stood out?
- Patrick’s work as I explained above
- Communication: your people in the office kept me up to speed on the estimated time of arrival. At one point, Vince even called me back to let me know that he had made a small error in telling me that Patrick was on his way to me from San Ramon, when actually Patrick hadn’t quite finished that job in San Ramon and as such, he wanted me to know the ETA was 30 minutes or so farther out than he had previously told me. I want you to see the extreme value in your team’s behavior here at a time when (for example…) the cable company gives you a 5 hour window…and never calls to make sure your anxiety is low.
- Service Excellence: The problem was stubborn and wouldn’t replicate itself in front of Patrick. He listened intently to the clues I gave him about the system’s behavior when he wasn’t there, and eventually…he found it!
Thank you, and it was great doing business with you again. Don’t be shy about using me for a reference if your sales team ever needs help closing a deal.
- Larry Florio