Not every broken air conditioner needs to be replaced

Comment cards are a staple in the service industry. There are 100 reasons why companies ask for comments. The company is trying to find out what we are doing right, what we are doing wrong, and bottom line, how we can service the customer better or more effectively. We are attempting to provide customers with the best possible service. Getting feedback from customers can go a long way toward retaining future business and hopefully gaining positive referrals. Recently Hillside received a comment card that we are extremely proud of. A customer’s heat pump/air conditioner was not performing properly. Hillside’s service manager, Jerry, was called out to give a free estimate on replacement. Jerry informed the customer that the unit may not need replacing, simply some minor repairs and adjustments. Our customer’s comment was:

“I value honesty by Hillside!”

Our customer was happy that Jerry was upfront and honest with him, and not simply trying to sell a replacement unit. Many companies feel that the only repair option is a replacement. Rather than send a technician, some companies first send a salesman to give a price for a replacement. This does not seem like the best way to service customers. And this is also why Hillside will continue to leave behind comment cards at all service and installations. Thanks for your time and please keep Hillside in mind if you, family, or friends are in need of any heating or air conditioner service, installations, and replacements.