At Majestic AC, we know there are many choices for homeowners when it come to getting your AC system repaired or replaced. We appreciate all of our loyal customers. In regards to that, we would like to share how HVAC contractors can differ in the way they do business.
Opportunity vs. True Customer Service
Typically, opportunity is considered a good thing. There are many phrases in life in relation to opportunity. “Opportunity knocks.” “Golden opportunity.” “Window of opportunity.” Sometimes, this might not be in the best interest of a customer. Many HVAC contractors pay their repair technicians a sales commission if they see an “opportunity” to turn a repair into a new installation. We understand that but does this provide the best customer experience. New HVAC equipment is expensive so it is a significant investment and one not taken lightly. Providing this commission may cause a repair technician to “see” that a replacement is necessary when only a repair was needed.
At Majestic AC, we do things a bit differently. Our repair technicians are paid an hourly rate. We ensure this rate is competitive so that we can retain the best HVAC technicians. If they do see a possibility that a replacement would benefit the client, then they would notify our offices. We have a process in place that lets us know the best time to recommend replacement for our customers. The technician is not given a commission for the sales if it happens.
Customer Service over Profits
In the corporate world, profits are king. We are a business like all other businesses. We need to realize a profit so that we can pay our employees who have families. But like most successful businesses, we understand that happy customers makes or breaks a company. Loyal customer, referrals and repeat business will grow a company. To accomplish this we constantly look at how we run our business. From pricing, to products to services and the process that puts them together, we work hard to provide the most value to our customer.