subject: The Heating & Air Conditioning Contractor's View [print this page] The Heating & Air Conditioning Contractor's View
The Heating & Air Conditioning Contractor's View.
The relationship between the serviceperson and the customer is often overlooked, but is very important. I have experience both as a customer and as a serviceman, and I know that due to many kinds of issues, the relationship between the contractor and customer can be uncomfortable. In this chapter, I would like to discuss both sides of the relationship, and provide tips to make it easier for both participants.
Due to customer suspicion and other issues, including financial problems, contractors may find that they are treated badly by their customers right from the get-go. Often, service people work long hours in unpleasant, hot or cold weather. The relationship between the customer and contractor can be strained by many factors:
One common issue may be when a customer's comfort system fails on an extremely hot or cold day. The customer may react by taking out their frustration or discomfort on the serviceperson who comes to fix the system; however, please know that in most cases, there is nothing that the serviceperson could have done to prevent the failure, and be cordial to them.
Another issue I have seen is when a serviceperson may be blocked from entering into the customer's home becausehe or she may feel that the technician is incompetent. Often, this is not the case, but the problem has arisen. Personally, I have experienced many serviceappointments wherein I correctly determined the system's issue and repaired the part, and then another part failed days later. There was nothing I could have done to prevent the second issue, and I was forced to return and experience the customer's displeasure. A customer who knows about their system will be less likely to pass judgment on their serviceperson, and the interaction will be more pleasant.
If you continue to lack confidence in your serviceperson, you may request a different worker, and if their work does not satisfy you, the proper route to take is to speak with a company manager or owner. Rarely, you may find that this does not resolve your issue: at this point, it is time to consider a new contractor.
Ideally, you will receive better service and enjoy a pleasant interaction with your serviceperson with the help of these insights. In my experience, most servicepeople take pride in their work and want to help the customer; treat them with respect, and you will get your money's worth.
