I have to say for the first five years our company was thriving but then it took a sudden turn for the worse.
We began experiencing customers canceling appointments and we were having difficulty attracting new ones.
At first we decided that it had to be due to economic hardships but when we saw other companies still doing well we needed to take a look at what was going on. The first thing we looked at was our pricing to make sure that we were competitive with the other HVAC companies in town and all of that seemed to line up. In some cases our services and products were actually a better deal so we knew that wasn’t the problem. Our receptionist started looking into our online presence to see if there were issues with reviews from previous customers and that is where we found the problem. Apparently one of the technicians that we hired over the last year was being rude to our customers when he went on service calls and they were more than happy to put a negative review online about our company. We decided to let that technician go and then reached out to the customers who had placed the negative reviews to offer them added services at no charge to make up for the problem. In turn we asked them to revise the reviews that they have posted and they were very understanding. It is hoped that these changes will help repair our reputation and restore people’s faith in our commitment to making them happy.