On Monday December 19th I had a terrible falling out with my vendor who had been servicing my high temp furnace for more than 20 years. I started searching the internet at 4 pm and calling people for recommendations but I barely slept Monday night in a panic that I wouldn’t find someone who was competent AND available to get my furnace up and running again.
On Tuesday December 20th I picked up the phone and dialed the first number on my list- ACSI. I was pleasantly greeted, and passed to Debbie. I explained my situation and she showed kind attention to the details and listened to what my needs were. I was willing to pay for time and a half to make sure I was up and running again- but that would have meant missing my daughters Christmas pageant at school since the probability of a technician being able to arrive during normal business hours was slim.
About an hour later Debbie called to inform me that a service tech had an opening and would be there shortly. The torrential rain clouds finally started to part the skies and there was a small sigh of relief.
Chuck arrived and quickly got to work assessing the situation. He was kind, courteous, knowledgeable, and took the time to answer my questions and help me have a better understanding of what was exactly going on. He didn’t rush to try to get out- even though it was freezing cold with warm gear on. He provided outstanding service with a pleasant demeanor the entire time.
After finalizing the service call I paid my bill, and he was on his way. He said- please call the office and let them know how the furnace is in the morning. I thought- wow- he obviously takes pride in his work and he cares.
On Wednesday morning, December 21st, I was informed by the first employee in the building that the furnace had kicked off over night. My heart sank…here I go again…so I called in to the answering service and left a message with the details asking for Chuck to call me when he had a chance.
Chuck called and we talked about what had happened. He had another call to go on but he was certain he was going to make it back out to me today. He put a game plan together and told me what to do so I would be totally ready for him upon his arrival. Then he called at least 3 more times to make sure I was following the game plan he put into action and to make sure I was gathering information for him.
He arrived around lunch time and again got right to work on the furnace. Less than 4 hours later we were back up and running. He wrote up the ticket in my office and in big bold letters wrote “no charge per chuck”. When he handed me the ticket to sign I was stunned. I was not only blown away by his service, but his kindness, care for his work and customer satisfaction were so clear.
He is exactly what customers need and what employers are lucky to have. I thanked him over and over when he was leaving; but please pass this on so that he can truly receive the recognition he deserves.
I know I’m a new customer with only one service call- but I’m so happy to have found your company knowing that I can call and things will be handled quickly, professionally, and effectively.
Thank you again to everyone who helped in my time of crisis."
All of us at American Combustion Service, Inc., ACSI Mechanical & American Refractories would like to wish you and yours a very healthy and happy New Year!...