Every HVAC Business has opportunities to provide Client’s with a “WOW” moment. Sometimes delivering World Class Service in your HVAC Business can be as simple as just giving them the pickle.
Bob Farrell built a very successful Restaurant chain known for amazing burgers and shakes. One day, he received a letter from one of his regular customers. The gentleman had been coming to Bob’s restaurant for over 3 years.
I have been coming to your restaurant for over 3 years. I order the same thing each time and with each order I have always requested an extra pickle. I just wanted to write you today to let you know how upset I am.
The other day, while placing my usual order, I asked for my extra pickle and your employee said that he would be glad to sell me a side of pickles for $1.25. I explained that I had never paid for an extra pickle in over 3 years of eating at this restaurant.
Your employee would have none of it and he insisted that I buy the side of pickles. If this is how you run your business I will never be back to your restaurant.
How much did that cost you?
Now, I did not do the math on this but my question is this. Why not just give the man the pickle? Not a whole side of pickles, but a pickle! Common man, just give him the pickle!
In the HVAC service business there are so many moments just like this. As service providers, you have the opportunity to deliver a World Class HVAC Service experience. You have the opportunity to just “give them the pickle”.
The last two steps are:
In the end are we doing what is right to make things right? Are we doing whatever it takes to create Cheerleader clients? Are we going the EXTRA mile to deliver a World Class Customer Service Experience? Are we providing a extraordinary customer service experience that the customer will never forget?
Shouldn’t we be?
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