Hardly a week goes by without a news report about how customer service
in American business is on the decline. The funny thing is, more money
is spent now on "customer service improvements" and "customer
service training" than at any point in history. So, why isn't
customer service getting better instead of worse? Because the needs of
the business are too often put before the needs of the customer.
At Tom's Mechanical, a
heating and air conditioning service company in Arlington, Texas we believe that great customer service is
based on a simple principle, "Do the right thing for your customer
and the money will take care of itself." For us, the question in
every customer service situation is, "What is the right thing to
do?" We try to view every situation from the customer's point
of view and determine how we would feel if we were the customer.
How does our customer feel when a product fails three weeks after the warranty
expires? How does it feel for an elderly widow to be alone in her home
with a service technician she doesn't know? How does our customer
feel when faced with the decision of whether or not to
replace or repair a ten-year old a/c system?
The problem is, the correct answers to these questions often cost businesses
money in the short run. The good news is that most customers are loyal
to businesses that treat them fairly and honestly. When companies do the
right thing they get to reap the benefits of
long-term customer relationships. Tom's Mechanical has operated successfully for more than 50 years
by committing relentlessly to the concept of
"doing the right thing."
If you are in need of an hvac repair company which values honesty and integrity
above all else, why not give Tom's a try?
You can contact us today.