What to expect from Technicians

This post is geared towards the technician and customer relationship. This is very important, not so much for the technician, but for you the customer. You do not want to ask questions your not sure of hoping to get the answers you want. Because whatever you ask for that is the answer you receive. Remember, most of these technicians, have been around awhile. So they know what to say and when to say it. Unfortunately that is what we have to deal with. That doesn't mean he/she is good or bad as a technician. Companies train technician to give the customer answers that make them happy because they want your business right now and the future. When you ask them a question and your not satisfied just ask them to be more specific. Or whatever you are looking for. Most technicians like to interact on this level. It sort of gives them the opportunity to show off his/her skills. So try to relax when they arrive and let the questions fly, but try to hold on to your questions until after the diagnostics has been run on your unit. Or after your maintenance ask the questions you may have. Because, if the technician is not familiar with your unit, he/she cannot tell you what the problem is or give any beneficial recommendations. The key is to try to build trust between you and the technician who is a representative of the company they work for. This is so they can better serve you and you will be happy. Plus if something happens you know you are in good hands. You have a track record with them.

When a technician enters your home it is because you invited him in. Make sure he/she wears booties. If not, try to have a supply so you can give them a pair before they enter the home. You can buy them at Home Depot or other stores like that. After the technician enters the home stay with them. Staying with them is to protect them and you. There has been many technicians fired because they was accused of things they did not do such as stealing or tracking mud onto the nice brand new carpet. Because nobody was with them, the customer is always right. Wrong! Sometimes situations are misinterpreted. That beautiful wedding band fell down behind the couch, but finding it six months later doesn't help a technician clear his name. Or the children ran through the house when you was not looking leaving mud all over that carpet. So staying with them as long as they are in the house to protect both parties involved.

I hope this was useful. When I was in the field it was a blessing to have a good relationship with customers, but developing those relationships was hard work sometimes. Technicians have training, but customers sometimes have to shoot from the hip. That can be pretty nerve wrecking for someone not use to dealing with air conditioning companies.They already are skeptics because they are afraid of those strangers working on their system. Don't be afraid. Find you a company that has raving customers and go for it. As usual email me at realbiz@cox.net with any question you may have and i will do my best to assist you. God bless!


Dwayne