Busby's Heating and Air Conditioning was recognized in a letter of commendation from Dale Green, vice president of residential sales and marketing for Trane Unitary Products.
The ongoing survey, part of Trane's Comfort Specialist Program, requests input from approximately 450,000 consumers a year who have recently bought from or received service from a Trane Comfort Specialist dealer. It asks consumers to rate their satisfaction in 18 categories. The company calculates the scores and provides feedback to dealers, who use the scores to monitor and improve their performance.
"The survey represents the customers' voice, not ours," said Green. "And Busby's customers are among the most satisfied in the nation." The company earned an average satisfaction score of 98.2 out of a possible 100 points, among the highest scores nationwide. The company scored 100% on three of the customer satisfaction categories, including responsiveness and quality of presentation.
Said Green, "Comfort Specialists are our very best dealers. They've all made significant investments in training and service, and take their scores very seriously. Nationally, the average scores range in the high 90% range. It's a competitive group — and Busby's is one of the best."
A family-owned business founded in 1945, the dealership has always had a heavy emphasis on customer service, says vice president Rick Busby. Here are some of the ways the firm stays at the top of its game:
Over the years, Busby's has been recognized with a number of local and industry awards. It was named “Business of the Year” by the Augusta Chamber of Commerce and its Drugs Don't Work program. In 2000, it was recognized as the “Contractor of the Year” by the Conditioned Air Association of Georgia and as “Southeast Region Residential Contractor of the Year” by Excellence Alliance. Busby's has been a member of the Trane Comfort Specialist program since March 1999.
Publication date: 02/25/2002