Responding to Mistakes
Many of our new customers call us the first time after reading positive
reviews and ratings from Angie's List or the Better Business Bureau.
What surprised us recently was learning that one of our newest customers
hired Tom's after reading a negative review!
We certainly don't brag about getting negative reviews, and we work
very hard to avoid them. In reality, Tom's Mechanical has only one
negative review at the Better Business Bureau during the past three years.
What caught the eye of our new customer was not so much what we did, but
how we responded to the complaint. Our policy is always to acknowledge
our error, refund the labor charges on the affected invoice, and see what
we can do to overcome any negativity caused by our mistake. Following
this honest, straightforward procedure allows us to successfully retain
customers almost every time and, on occasion, gain a new one.
If you have had a bad experience with another heating and cooling company,
don't assume that all of us are the same. Tom's Mechanical has
been a reputable HVAC contractor for more than 50 years. We'd love
the chance to prove ourselves to you the next time you have a heating
or cooling problem.
Call Tom’s Mechanical today!