Wisler Plumbing and Air

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We’re Presentable: More of the Big 20

Customer Service

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At Wisler Plumbing and Air, we live by the Big 20. You can go back a few posts and read about all 20 standards, but today we want to dive deeper into three of them.

We are caring and courteous.

We wear uniforms.

We clean up after ourselves.

We are caring and courteous.
Being caring and courteous is important to us. In our mission statement, it says that we will serve people, and I think being caring and courteous is a big part of that.

Many times, clients are dealing with an unexpected emergency that’s going to cost them money they were not ready to spend. Sometimes the breakdowns can be emergencies, which can be scary. Those are situations when being caring and courteous goes a long way.

Another way to put it is that we try to be empathetic. It’s not just a transaction to us, it’s a relationship. Our staff is sometimes in unfavorable weather or working where there is sewage present, and handling that in a very caring manner goes a long way.

We wear uniforms.
First impressions matter. If there is family at home, they’re going to be paying attention to what the service personnel looks like. They want to feel safe and secure. So, we are cautious about who we let into that environment. If someone is not dressed professionally, it can cause fear or anxiety.

It’s really just about making sure our first impression is done with care, and that we have consistency throughout our staff.

We clean up after ourselves.
We want to leave an area better than we found it. We use mats and we put on shoe covers. We keep vacuums on the trucks and make sure to clean up before we leave so that the customer isn’t having to come behind us to do it. We even carry all-purpose spray and rags to wipe things down when we are done. The job’s not complete until the cleanup is done.

If you want to work with a team that cares at this level, you can call Wisler Plumbing and Air at 540-483-9382.

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In a previous post, I talked about the ‘Big 20,’ which is the minimum standard we hold ourselves to here at Wisler Plumbing and Air. I’m going to be diving deeper into each one, but today we’ll start with #3 on that list: We listen.

We definitely haven’t perfected it. I’ll start by saying that. But we realize there is a difference between listening to hear what someone is saying and listening to understand. When we go into a client’s home, we’re asking questions. We want to know what problems you’re experiencing, and how we can help solve them. If we don’t actively listen, we won’t be able to help in an effective way.

One of our other promises is that we will always recommend options. Part of recommending the right options is listening and evaluating. That’s going to guide what options we give to homeowners, and how we solve their problems. Our hope is that a large percentage of the time, those options are going to meet and exceed expectations.

Active listening is something we look for when we are hiring. We’re looking for people that are hungry, driven, humble, and have good communication skills. And I think active listening is part of good communication.

Sometimes we drop the ball. And when that happens, it becomes crucial for us to listen. When we receive feedback, we went to respond in an appropriate manner, to make sure that we are adapting to the new information. Sometimes it’s hard to hear that concern, but it is always one of our top priorities.

If you have any questions about the ‘Big 20,’ or want to work with the team at Wisler Plumbing and Air, you can reach out to us at 540-483-9382.

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An HVAC system is not inexpensive. We never want our clients to have buyer’s remorse, so we provide a Without Worry Installation guarantee on all our installations. What does that include?

Apples-to-Apples Guarantee

We guarantee that no other licensed contractor will offer the same products, services and guarantees for less, or we’ll pay you a $500 finder’s fee.

No Lemon Guarantee

Just a like a car or piece of machinery, there can be defects with a new HVAC system. If the system has more than three repairs in the first year, we will replace that item at no additional cost. We don’t want lemons in our clients’ homes.

We Respect Your Home

We guarantee that we will not damage your home during installation and that we will clean up after ourselves.

We Show Up

If we drop the ball, fail to show up or to communicate changes, we will pay you $500 for the inconvenience.

Background Checks & Drug Tests

We guarantee that our people will be background checked and drug tested.

We are Licensed & Insured

We will ensure that a new system is tested and inspected to ensure safety in the home, and that we are licensed and insured to do the work. We guarantee our installers are professionally trained and competent to do the work as well.

The truth is: only a small percentage of the industry focuses on making sure that an HVAC system is installed to factory specs. Many in the industry just use rules of thumb. We find a lot of airflow and sizing issues. When we go into your home, we’re looking at minimum criteria to make sure the system is going to work as it’s designed.

We are focused on a worry-free installation because comfort matters to our homeowners. They trust us. Air quality is a huge deal and so is longevity. Our clients want the most return on their investment, and if it’s installed or sized improperly, it’s going to bring the life expectancy of that system down dramatically. We are focused on doing it right to make sure those homeowners can get the most out of the agreement they make with us. If you’re having any HVAC issues in your home, you can reach out to the team at Wisler Plumbing and Air. The number is 540-483-9382.

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The ‘Big 20’ is the minimum standard we hold ourselves to at Wisler Plumbing and Air. Onboarding for every single member of the team includes signing an agreement to uphold these standards while representing the company. When we make a mistake or come up short, we can always come back to these standards; we can take responsibility and take action to do better moving forward.

Until now, the ‘Big 20’ has been mostly internal at Wisler Plumbing and Air, but today we’re going to share them, and we’ll get into greater detail in future posts.

  1. Show up on time.
  2. Do the job right.
  3. We listen.
  4. Neat appearance.
  5. Caring and courteous people.
  6. Well-stocked trucks.
  7. Drug free.
  8. Wear floor savers and lay down mats.
  9. Wear uniforms.
  10. Well-trained technicians.
  11. Personal phone answering.
  12. Background checks.
  13. Be honest.
  14. Hard workers.
  15. We value feedback.
  16. Clean up after ourselves.
  17. Give price in writing before the work is done.
  18. We stand behind our work.
  19. We smell good.
  20. Recommend options.

The ‘Big 20’ is just a minimum bar, and sometimes it’s hard to live up to. But we onboard with them, train around them, and have the list posted in all our managers’ offices. When we have a client concern, instead of getting defensive, we say: hey – did we live up to our own standards? And if we didn’t, we need to take ownership of it.

Stay tuned for a more in-depth look at the ‘Big 20’ and call us at 540-483-9382 to work with the team at Wisler Plumbing and Air.

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Our mission statement here—and my mission statement, really—is to honor God, serve people, be diligent, do quality work, and grow profitably. I want to extrapolate a couple of things from that statement: Serving people well, being diligent, and doing quality work are practices that are very important to me. The quality of the work we perform is just so important that I find myself thinking about it quite a bit. It bothers me greatly if we’ve done anything incorrectly in someone’s home.

Satisfaction hinges around making sure that we’ve put the right person at a customer’s home and trained them correctly. We also have to be certain we’ve done the best job we possibly could. If we’re not efficient, if we don’t get a call made when we should have, or if we don’t update the customer about their situation, we’ve failed. This is so important to me, this organization, and our team. It’s a huge concern whenever we miss the mark. Day-in and day-out, we strive to respond to those issues quickly and try to resolve them the right way, to make sure we regain our customers’ satisfaction moving forward.

The ‘grow profitably’ part of our mission statement means we need to make a profit to stay in business for our employees and our customers. However, there are isolated situations where that’s not possible. We actually think it’s more important to lose money if it means making sure a customer is satisfied. We have to step up to the plate and take ownership of certain mistakes. Even though it’s neither fun nor profitable, it’s the right thing to do. That goes back to the quality of service and work performed—there’s a balance between quality and profitability, and I’m not willing to sacrifice quality in the name of profit.

If you have any questions about your plumbing or HVAC systems and you want to work with a team who cares very much about your satisfaction, reach out to us today. Contact us online or give us a call at 540-483-9382.

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Satisfaction guarantee is such a broad term for a company to use, so I want to talk about what it means to me and give some concrete examples. We’re in the customer service business (which is also a very broad term). If one of our clients is dissatisfied because we’ve failed them in some way, or if we set an expectation that we didn’t live up to, it takes a lot of humility to acknowledge it and say, “We failed you and we’re sorry.”

We make mistakes even though we strive so hard for perfection. Our teams overlook things, which can be easy sometimes with everything that’s going on. The mistakes we make—or our inability to deliver an expectation that has been given—is going to cause dissatisfaction. We always welcome a client to let us know if they aren’t satisfied because we really want to step up to the plate and do the right thing. We make it a high priority to try to respond to the customer within a few hours of learning their concern.

Over the last 6 to 12 months there’s been a couple of areas in the teams where we’ve struggled. It’s happened due to many different reasons—we’ve had a really wet, rainy year, and we’ve also had some staffing challenges. That has led to us not meeting expectations, with excavation being one example. When we dig a hole or work in someone’s yard, not getting the compaction done causes the dirt to settle. Around a month after a job, the settled dirt can result in a low spot in someone’s yard. (That’s definitely very frustrating for a client.) The wet year has been challenging for us because it’s very hard to compact mud. We’ve had a couple of clients call in and say they weren’t happy with the end product. We had to go back out and make sure we got the yard up to an acceptable level.

When we do a job, we’re focused on doing it right for our clients (even if that means losing money). Many times, the measuring stick of the client’s satisfaction is the best way to determine whether or not we did do the job right. We started offering HVAC last year and we now have a full year under our belt. There were (and still are) definitely challenges around staffing and growth in that area. As we hire new employees to join the HVAC team, we’ll see mistakes happen simply because a new employee may not have the full experience we anticipated. If a diagnosis was made improperly and the client tells us something isn’t working, we try to get right back out there. If there’s any uncertainty, we’re going to go out and review any work that was done by that technician.

We don’t want to make any assumptions. In a couple of occasions we’ve had to take ownership of a mistake and go back over everything with a fine-toothed comb. We want to make sure we’re proactive because we definitely don’t want to be surprised three months down the road when an issue has been going on unresolved. Those visits to a home cost money and take away from other areas as well, but we do them in the name of customer satisfaction and making sure we’re taking care of our clients.

If you want to work with a team that truly stands behind the satisfaction guarantee, reach out to us today. Contact us online or give us a call at 540-483-9382.

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