1988: What is Service? That was the question posed by Butch Welsch, president of Welsch Furnace Co., St. Louis, MO. At the time, Welsch was also the president of Sheet Metal Air Conditioning Contractors' National Association (SMACNA).
“Service is the reason we are in business,” Welsch wrote. “We must be aware of the relationship we have with customers — make sure we are serving their needs. Your customers aren't buying furnaces, air handlers, or air conditioners, or ductwork. They're buying heating and cooling. “
Welsch's advice:
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Show customers how you can make their life or job easier or better.
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Let the customer know whey thry're smart to do business with you.
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Nothing is more important than saying “Thank You.”
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Make your customer feel important.
The more things change the more they stay the same!