“That’s why it’s really hard to come up with winners and try to set criteria, because so many people do so well already,” said Heidi Sheridan, director of consumer councils and membership for the Electric League of Arizona (ELA).

To qualify, contractors had to be on the HPC for the full year and had to receive 100-120 referrals with no filed complaints. While all of the criteria is based on HPC follow-up calls, any complaints are taken into consideration.

“We take copious notes as to what the person says, and then it’s evaluated as to what category the complaint would fall under,” said Sheridan. “If the customer complains about a price issue, we wouldn’t hold that against the contractor, since we don’t regulate pricing.”

However, most complaints are taken seriously and the HPC will alert a company if they received a series of similar complaints.

“We bring to their attention just so they know,” said Sheridan. “Because the owner isn’t out there on every call, some of them have been really appreciative. It just makes them a better company to know how their technicians are treating their customers.

“The HPC exists as a referral service program for consumers,” she added. “The members agree to certain requirements on top of their Electric League membership.”

Those requirements are designed to improve customer service.

“They have to be willing to participate in the HIP Program, which is Handling Inquiries Promptly,” said Sheridan. “Which means that if you, the consumer, were to call, you would hear back from a contractor within 15 minutes.”

Not only were the winners required to participate in the 15-minute program, they also had to enroll in at least 16 credits, per year, of continuing education courses. Most member companies take more than the minimum.

“Usually, they take more than 16 credits, because they want to educate their technicians, provide excellent customer service, and make a good name for themselves,” said Sheridan. “So they will use the education program to help better educate their staff.”

On top of the education requirements, the HPC also requires that all contractors be in good standing with the Registrar of Contractors and the Better Business Bureau, as well as be licensed, bonded, and insured.

Also at the expo and conference, the HPC was scheduled to present its APS Qualified Contractor Customer Service Awards and the 2001 SRP Distinguished Hvac Inspection Contractor Award, on behalf of the utilities.

Accurate Air Conditioning, AccuTemp Refrigeration, and Wolff Mechanical took the APS Customer Service awards, while merit awards went to Airzone Systems, Air Conditioning by Jay, and AHR Mechanical Services.

Taking the SRP awards were Brewer’s Air Conditioning, Collins Comfort Masters, True Temp LLC, and Trustworthy Services. In the SRP High Efficiency Heat Pump Incentive Program, awards were given to Brewer’s Air Conditioning and Heating, Collins Comfort Masters, and Honest Air Conditioning and Heating.

Publication date: 03/11/2002