Customer Service – Where did you go?

I recently went on a two-day business trip to Denver, Colorado. During my trip, I realized that somewhere under the trap of life someone killed the "Customer Service". On my way back I arrived early at Memphis International Airport. The Northwest Airlines ticket was long … it was good early. 30 minutes in a row I said my flight was canceled, so the second and the third flight. After some aggressive negotiations, they finally traveled to Northwest to Denver.

Ten hours later I made three different airplanes, two different airline and lost luggage to my hotel. Yeah, the guy behind the dashboard and the intermittent flights said that my bag never left Memphis … "I'm sorry," he said. All I had was my dress on my back, briefcase and sour taste in my mouth at Northwest Airlines.

I needed clean clothes … maybe the hotel could help. The beautiful gorgeous lady (at the age of 15) behind the hotel desk said exactly where the washer and dryer were. I asked if room service could ruin my clothes. Something about business policy has dragged on … of course, they did not know what they were asking. I told him I did not mind being naked at the hotel while my dress was smiling, but it could be from other guests. Finally he got the message. I called the cab to finish at Target for the last minute.

Headline Home …

My business was ready. Time to go home. On the defensive line I stand without shoes while I watch the security guard pull my dirty socks off my computer short case. I know everyone saw that I was blushing. "You should have dropped them," I thought. Before my computer came back to Memphis, my cellphone ringed. "Sir, great news … your bag has just arrived in Denver. Problem. The application for airplane and luggage was three train driving and another long help waiting. "My machine leaves within 10 minutes!" They said for convenience, I would put my bags on the next plane in Memphis. This was the last time I ever used Northwest Airlines.

They had similar experiences. I would admit that most of them had problems pumping their own gas, or had to squeeze their own food … better check it out. There was a flight, rented cars are breaking down, the waitress forgets my order or my favorite – he called "Customer Service" and talked with a record for 30 minutes. At least I hope you experienced bad service … I do not want to think that I'm the only one. What about Northwest Airlines and the weak customer service regarding the Mechanical Industry? I got it. Be patient or listen for a shot for 30 minutes before I get to my point. Just joking … read it.

This summer was hot. Recording temperatures, if you're sure of Memphis. Weeks had rain and in weeks where the temperature was 97 ° -106 ° F. Air conditioning equipment in the city never started. They are of course hand-made machines, and in contrast, man is not perfect, so neither is your HVAC equipment. They will fall in such an abuse. HVAC service departments have taken over and like mechanical entrepreneurs love heat. This is the time when HVAC providers can clear our sweat from the eyebrows with $ 100 bills. This is the time when good service providers are shining and others are not.

Hot summers (like we were in Memphis) are testing a HVAC company. So in this Mechanical Matters® release we discuss how to serve customers. Your HVAC company might have let you down or maybe leave someone else's business. If so, please read it.

"The purpose of the company is to provide customer service that is not only the best, but also legendary." – SAM WALTON

Below is my five most important Do & # 39; s and Don & # 39; ie Customer Service. Use them when selecting a HVAC provider or even apply them to your business and you will be surprised at how fast your business can develop:


Sometimes & # 39; service & # 39; the store will have bad news for customers. Perhaps an order was not delivered on time, the lorry stopped, or the factory sent customer apples instead of orange. How do you tell the customer?

Do not forget your phone calls or do not pass the complaint hotline to the factory.

First call them before they get the bad news. Instead of completely avoiding the situation, face music. Tell them that you want them first to let them know that their order is bad and they will do their best to correct it.

You must have your ears completely out of the customer, but I can assure you that honesty and action will go far with the customer. If you are proactive, your client can notice the difference between you and the other guy who turned off the phone for cowards until the powder dissolves.

2nd "Never Say Terror"

This is a tough and somewhat arrogant, so let me explain. Saying he is sorry for someone, that is why … he confirms that you are a pity that this can happen to them.

Do not say, "I'm sorry we did not get any technology today." He says, "We are planning to design a specialist this morning, this afternoon, Jim (technician) will be down at 7:00 pm Please call 123-456-7890 if you have further questions." [19659002] You decide to accept your mistake because of "I'm sorry" because it sounds better or simply acknowledges the bug, follows a prerequisite action plan, and gives your direct phone number better. Remember, it's better to face your failure immediately and be honest, do not save your excuses and do not apologize, in the business world, apologies can often lead you to probably care less about it, but it does not apply to your family and friends if you leave your family or friend and you are honest I apologize, you do not live or sleep with your client, you do not have to apologize, you only want to find results


One of the most important business blocks in the business is tracking, as more customers are pushing service providers badly than anything else, since they know that your agent will keep track of your order so that he or she can follow up.

Do not assume that the customer is in the repair state, in the ordered parts, in the delivery lead times, at the end of the job …

Keep in mind that follow the customer's requirements. Make a point for the boss (the customer) to know he is on top. Call them in advance about the order details … send a quick e-mail.

Tracking will take time, but you and your customers will also benefit. Example: "Hey, I want to let you know that we're going to send a technician soon, tracking is the key to success, maybe we need to break this from reading and follow …

4" Thank you "

Your boss is not really, who signed the payment … our client … Of course your boss gave the job, but it would not work if it was not with the customer I can never say enough to thank you … Let me repeat, I can never say enough thank you

Do not say thank you for placing an order

Thank you for every time you get a chance Thank you for your appointment Thank you for the opportunity … Thank you for calling the service Thank you for the least while they are counting on it

In my experience this is especially true when you manually written thanks for the card in the email … yes the regular letter, not the e-mail, I have seen the thanks cards hanging on the wall of the n client 39. Why do they know that anymore … this is a lost art. Say thank you, say it today and tell me often.


You are perfect. Your company is the best product on the market or your company offers the fastest service response in the city. But losing customers. The phone is no longer ringing. Why, because he never asked for feedback from the client.

Do not ship the goods or service and wait for everything to go as planned. Do not assume that your product (which, of course, is the best in the market) exceeded all your expectations.

Ask for feedback after the sale. "If we could do better with our experience, what should we do now? Now that you have a new HVAC unit, what can we do to improve comfort?"

Can get negative feedback. That's okay. Without negative feedback, we never know how to grow. When my daughter is kneeling, kneeling or knocking, I'll ask, "Why are we going down?" Feedback is so essential to customer service and growth. When I ask for feedback and the customer said they exceeded their expectations, ask in writing … this is a recommendation and GOLDEN!

I noticed that my grandmother struggles to replace her newly purchased orchestra. "In the good days the clerk would have replaced me," he said. Yes, Grandma … Time is money, is not it? All right, take the time to be honest, take action, keep track of it, thank you, you will be successful.

This summer I found some Don listed above this year. I wrote this article on my own alarm. Soon I will be on a new business trip and fly northwest. "Huh, lately, after the terrible experience?" Well, this story did not take the whole catastrophe.

The young man whose name I never knew who had taken my ticket before I got on my plane heard my phone call with the baggage claim. As the engines of the aircraft swirled and we started to go back to the gate, there was a huge knockoff noise. I was close to the first class and the door, so I started. The plane stopped suddenly and the door opened. Someone was too late or there was a problem. The young man who picked up my ticket was sweaty and breathing. He came to my place and said, "Lord, this bag?"

To date, I have no idea that a young man named Northwest Airlines could escape the door for luggage in 10 minutes. I took a 10-minute train ride and waited for a 45-minute security line in one way. However, it is also possible. He heard the phone. He heard me saying I would never go to the northwest again and do something. This is customer service. I wish I could name it, because regardless of the mistake that the Northwest airline did for the trip, thanks to its follow-up, action and thanks, it can only be my client.

"Customer service is still alive … but its pulse is weak."

Many people have read this client or my perspective and I would like to say thank you for choosing to deal with me. Please let me know what I can do to get you to experience your experience at the next call. I know that this edition of Mechanical Matters® is something that is standard, but do not worry. Next month, we're talking about very interesting topics like boiler startup and maintenance of refrigeration … I know you can not wait. 😉

"Next Do not forget to leave Mechanical Matters®!"

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