“The way we see the problem is the problem” – Steven R. Covey
I had a problem. There’s THE WAY that heating and air conditioning companies are organized, and it goes something like this: The owner is at the top. Beneath the owner is a service manager, an installation manager, a sales manager, and an office manager. Beneath the service manager is a dispatcher, the service technicians, and a parts runner. Beneath the installation manager is the installation administrator, and the installation crews. Beneath the sales manager. Blah Blah Blah. I think you get the point. But something was missing.
The customer was missing. So I did something unheard of in this industry. I put the customer at the center of the “organization chart”. In fact, it’s not really much of a chart at all. It just looks like this: The customer (that’s you) is at the top. Everybody else exists to serve you. That’s it. Don’t even need a picture to show it. I envisioned a company where each customer had a dedicated “office” person and a dedicated “field” person.
And almost everybody in this industry (distributors, contractors, field personnel, industry consultants) that I talked to about this “vision” had the same response. It’ll never work. However, I did discuss this “vision” with a very specific group of people, and the answer was a resounding “I Love It”. And that group was you, the customers. You simply said, “I really like having a dedicated person who takes care of all of my comfort needs.” So I listened to the customer, and I began the search to add to your team. So now…
You have a dedicated Customer Relationship Manager, that’s me, Brian, for now, to speak with on the phone, to answer your questions, and schedule your appointments. And anything else you need.
You have a dedicated Home Solutions Provider, Brian, to maintain your system, repair your system when problems arise, provide you a quotation for new equipment, to install new equipment and accessories, to listen to your comfort concerns, and make suggestions as appropriate.
Then there’s me, Brian (again for now). Think of me as the Customer Experience Manager. I really only have one job. Ensure that your team has the training, the tools, and the guidance to provide you with the best service experience possible.
Hopefully, The Hoodview Story doesn’t end here. But I can’t predict THE FUTURE.