After celebrating 10 years in business this year, Paul Sammataro, owner of Samm’s Heating & Air Conditioning in Plano, Texas, knows a thing or two about keeping his customers happy. And, not surprisingly, a lot of it comes from equipping his employees with as much customer service training as they can possibly handle. HVAC contractors, especially those in the residential installation and service market, really have to pay special attention to how their technicians interact with customers. One bad experience could terminate a potential long-term customer-contractor relationship.
“I had a young man here several years ago, and, while he was a very likeable gentleman, I could tell by interviewing him that he was a little bit awkward with communication,” Sammataro recalled. “I truly felt he was young and not used to working with people, and it does take time to develop who you are with the customer or other people. He had the skills, so I gave him a shot.