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Less than 5 percent of heating and cooling contractors in the country receive the Factory Authorized Dealer distinction. To qualify, dealers must meet Bryant’s rigid criteria, not only for technical expertise, but also for their business practices and customer service quality. Those who receive the endorsement are backed by Bryant’s 100 percent satisfaction guarantee.
“Wright Total Indoor Comfort represents the highest level of customer service and satisfaction available,” said Bob McDonough, president of Bryant’s residential products group. “We believe in Wright so much that we are providing their customers with a 100 percent satisfaction and service guarantee.”
The 100 percent satisfaction guarantee is a new cornerstone for the Bryant Factory Authorized Dealers program. The guarantee applies to all new product installations made by Wright Total Indoor Comfort and applies to the product itself, as well as the service from Wright. If any customer is dissatisfied with the product or service, Bryant will do “whatever it takes” to provide a satisfactory solution for the customer.
Doug Wyatt, general manager at Wright Total Indoor Comfort agrees. According to Wyatt, applying to become a Factory Authorized Dealer was a lot of work, but it was an important and worthwhile process. “At Wright Total Indoor Comfort, we do whatever it takes to ensure the best results for our customers,” he said. “This is a designation that very few dealers nationwide are able to obtain and is a true testament to our entire organization, from top to bottom.”
Bryant requires its Factory Authorized Dealers to send sales representatives through a structured training program to understand how to better identify and recommend the appropriate home comfort solutions. Installers and technicians are also trained and tested on their technical competency. Further, Bryant Factory Authorized Dealers’ business practices are assessed. For example, the Factory Authorized Dealers must be EPA-certified for refrigerant handling, handle warranty claims in a timely manner, maintain all required local licenses, and have appropriate insurance and liability coverage.
“Ultimately, the entire Factory Authorized Dealer process and program is designed with our customers in mind. When homeowners are considering a heating and cooling purchase, they can rest assured that they’ll be satisfied with their experience if they go to Wright Total Indoor Comfort,” said McDonough.
Publication date: 11/02/2009