Remember this as it is profound...
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  1. #1
    Remember this as it is profound...

    "Your customer does not care how much you know until he knows how much you care..."


    If you put this in your thoughts when dealing with customers you will be much more sucesfull..

    Remember it is all about trust...


    AB

  2. #2
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    Are you still mad about that return deal?

  3. #3
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    Jan 2005
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    Wink

    Originally posted by andrew boyce
    Remember this as it is profound...

    "Your customer does not care how much you know until he knows how much you care..."


    If you put this in your thoughts when dealing with customers you will be much more sucesfull..

    Remember it is all about trust...
    AB
    Also...

    "You can tune a bicycle, but you can't tuna fish."
    REO Speedwagon

    ;-)

  4. #4
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    I read on one of the other threads , a statement by 1 HO to another That the contractor does not care about the customer, and I cant help but wonder where this misconception all began.

    Those Home owners are the customers that pay our bills. How did HVAC contractors get such a bad reputation?

    All og the contractors I have ever worked for would bend over backwards to make sure his customers are satisfied

  5. #5
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    Originally posted by ct2
    I read on one of the other threads , a statement by 1 HO to another That the contractor does not care about the customer, and I cant help but wonder where this misconception all began.

    Those Home owners are the customers that pay our bills. How did HVAC contractors get such a bad reputation?

    All og the contractors I have ever worked for would bend over backwards to make sure his customers are satisfied
    Me to.

  6. #6
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    How did we get a bad reputation?? Hacks installing equipment helps. Then theres the guy thats more concerned with getting the job than doing it correctly. When I give a homeowner a price for a repair or complete system I tell them I want them to be happy. If you don't do what the customer NEEDS, you can expect the customer to complain. If the customer can not afford a complete fix sometimes I make them aware of any major problems then I try to get them going. Sometimes it's not worth the headache. Too many techs worry about fixing the symptom not the problem.
    Please step AWAY from the condensing unit.

  7. #7
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    Originally posted by gillman-air
    How did we get a bad reputation?? Hacks installing equipment helps. Then theres the guy thats more concerned with getting the job than doing it correctly. When I give a homeowner a price for a repair or complete system I tell them I want them to be happy. If you don't do what the customer NEEDS, you can expect the customer to complain. If the customer can not afford a complete fix sometimes I make them aware of any major problems then I try to get them going. Sometimes it's not worth the headache. Too many techs worry about fixing the symptom not the problem.

    How did we get a bad reputation?? Hacks installing equipment helps.

    Alot of owers just hire any guy to do the work & alot of companies don't pay very well so they can't get the good guys & the guys they do get don't care about the work.

  8. #8
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    The profoundness of your statement is you can replace the word "customer" with "contractor" , and it still makes sense. 96 % of my customers expect the same treatment, but that other 4% I try to see in that perspective at first, they just trip all over themselves. Great for the competition!

    This should have been in tips & tricks of the trade forum.
    never say never

  9. #9
    Join Date
    Apr 2004
    Location
    Niantic, Illinois
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    545
    Today I ran across a perfect incident for how hvac companies get a bad name. Last Friday at 9 pm I was called to a rental property owned by the son a new contruction contractor we do tons of plumbing and hvac new construction work for. The fire dept. was out because tennants felt ill and thought there may be co. fire dept found "high levels", they never shared that number with me but when I arrived he house was opened up for ventillation and I still read 10 ppm on my meter. Inspected furnace and water heater as they were the only gas appiances, found no problems. Inspected flu, every inch right to the roof, the appliances were drafting fine, but I thought a section may have rotted through. Found no problems. Walked the outside of house for external causes and found none. Talked to tenant, the car was not idling in garage or driveway. I had to close the house and operate the waterheater and furnace. It proved out that the co rose during furnace operation, it obviously had a heat exchanger defect that was not visible. I looked the entire job over and gave a fair price for the replacement job, including a load calc. I also spent an hour on the phone to carrier to get any warranty info so landlord was completely informed of all options. After all of this time and trouble the landlord called to cancel the install, he had a company driving in from 50 miles away to do the job because they were $100 cheaper. They hadn't even seen the job and quoted over the phone. It turned out they shot themselves in the foot, ran over on time and material and charged $600 mor than myh original quote. Landlord was mad. The latter bit of info was told to me by his father we do all of the work for. The father also told me he warned his son of dealing with someone else. He was right he hurt himself. But to talk to the son, contractors are crooks. Moral, don't sell over the phone, if you mess up, admit it and eat it.

  10. #10
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    I think all business are like this,its just not the hvac field I get bad service everywhere I go,its just a fast pace life,that we live.

  11. #11
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    Pretty much framehvac, My friend/neighbor, who owns a small restaraunt said this. " Try to serve quality meals, and people say your only a good restaraunt. Serve 1 bad steak, 1/2 the town thinks your trying to poison them"
    never say never

  12. #12
    Join Date
    Feb 2005
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    665
    Originally posted by andrew boyce
    Remember this as it is profound...

    "Your customer does not care how much you know until he knows how much you care..."


    If you put this in your thoughts when dealing with customers you will be much more sucesfull..

    Remember it is all about trust...


    AB
    Yep! I heard Joe Thiesman at the Carrier Convention say that, as well as "Its nice to be important, but its more important to be nice"

  13. #13
    Join Date
    Sep 2004
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    they were $100 cheaper. They hadn't even seen the job and quoted over the phone. It turned out they shot themselves in the foot, ran over on time and material and charged $600 mor than myh original quote.

    IT would be interesting to hear how much more it costs those people that do that kind of stuff. They could care less how much time they have wasted stringing you along


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