DIXON, Calif. — “Customer satisfaction” is a term that gets trumpeted a lot by businesses nowadays, often without much merit.

When it comes to keeping the customer happy, though, Greiner Heating & Air Conditioning not only says it, but means it and has proven it.

Greiner recently received two top national rankings from The Trane Company, based on customer satisfaction survey results. Out of 583 dealers nationwide, Greiner was tops in ratings of people at the dealership, as well as the promptness and friendliness of installation crews.

The survey measured reactions of customers who had work performed by Greiner, using 19 specifically tailored questions. The top rankings were a pleasant surprise for dealership owners John and Patty Greiner — but, it was not a surprise.

“Customer satisfaction is the highest goal at our company,” said Patty Greiner. “Many, many companies install heating and air conditioning units. We believe, and these survey results prove, that people will be the happiest when they are treated with the courtesy and respect they deserve.”

Each dealership has approximately a 1-in-30 chance of getting just one top ranking nationally. To get two rankings is even tougher. For the Greiners, the capper was the fact that every one of the survey respondents said he or she would recommend the company to a friend.

In the survey, Greiner received a 97.7 average on the Customer Satisfaction Index. The contractor also scored impressively in such categories as “satisfaction with the HVAC dealer chosen,” “the sales rep’s responsiveness,” “the sales rep’s technical knowledge,” “the technician’s professionalism,” and “speed of the installation.” Greiner serves greater Yolo and Solano counties in northern California, including Woodland, Davis, Winters, Fairfield, and Suisun City.

“We’ve set a tough standard for next year’s Trane survey,” said John Greiner. “Mainly, we are extremely grateful for the support of our loyal customers. Without them, this honor would not have been possible.”

Publication date: 07/14/2003