By Dan Jape of Reliable Heating, Air, Plumbing & Electrical
One of the most important aspects of having a new comfort system installed in your home is who is going to install it and maintain it. For many years, potential customers would perform their due diligence by asking for a number of references from former customers and of course, contractors would give a
list of their customers who were the most pleased. Somehow unhappy former customers would never be included in this reference list. Due to the advent of certain Internet sites, these days are over. Customers never ask for references anymore, instead they turn to websites that list former customer reviews that are posted on these sites and give all the details of their experiences with contracting firms, both positive and negative. The most popular site people turn to is Kudzu.com and it lists reviews all types of companies.
Kudzu.com has been online for 4 or 5 years and it is an amazing tool to be used in selecting a service business. Kudzu.com is anonymous, so many people open up and write reviews they might not if their identity was disclosed. They are brutal if a company does not perform up to snuff, and many times will write very negative reviews over small missteps. They are also quick to
sing the praise of a company that goes above and beyond the normal level of expectations that they had. What also is very useful and fascinating is the fact the business owner or manager has the ability to answer every review listed about their company. One of the most telling parts of this website is how they respond, if they respond and what their response is to negative comments. We at Reliable Heating & Air use every comment about our company's a learning/training experience. We go over every detail with the employee or crew and see what caused a negative review and how we could avoid a similar re-occurrence. We then answer each and every review and if a customer is not 100% pleased, we try and rectify the problem. I strive for 100% customer satisfaction and will not stop until we achieve that goal. We will redo the service or refund a customers money if that is what it takes to make sure every one of our customers is pleased.
The best outcome of having a website like Kudzu.com is it has raised the bar of the industry by keeping companies on their toes and forcing them to perform their best work. Before the Internet, companies could sweep unhappy customers under the rug and go on. Now the whole world can read each and every detail about each unhappy experience. I personally know some HVAC
company owners who have changed the way they do business to keep their Kudzu clean and they have had employees change the way they treat their clients.
There are also some big heating and air/plumbing companies who just can't get it when it comes to the level of service needed to have a good Kudzu rating. Several companies refuse to even answer their reviews because they get so many negatives ones. Some blamed their negative reviews on other companies writing fake reviews about their companies instead of taking a long hard look at their own level of customer service. It is an attitude that will catch up with them soon or later. One large HVAC company in metro Atlanta will not respond to their negative reviews instead refusing to even acknowledge they exist. They feel sites like this are not worthy of a response.
The next time you need a service business, a new restaurant, a doctor or a lawyer I suggest you turn to Kudzu.com to look at reviews from other people who have used these business's to see how they stack up. Reliable Heating & Air is one of a few select 5 star rated companies on Kudzu and we work hard everyday to make sure all our customers are happy. Call Dan Jape today for help in all your HVAC, electrical and plumbing needs. (770) 594-9969
.