Heat and Cool are testimonial rich; heat pump specialists and experts in the field of sales, installation, service and maintenance for heat pumps and air conditioning units for both residential and commercial markets. We truly value the service we give to our customers and we are proud to see that is reflected in what our customers are saying about us.
“I recently bought a Mitsubishi HeatPump, and as I sit here all cosy, I wanted to give some feedback on the end to end service. I had received quotes from a couple of other places, before meeting Carl, who was friendly on the phone, and managed to come and see me the same day I called him. His approach was so different from the other sales reps… Honest, up front, no B.S 🙂 I felt like I could really trust what he was saying.
We sat, had a coffee, I asked questions, he had all the answers… no looking up pamphlets and booklets, he just had it all in his head. I knew I was talking with someone who knew what they were doing, and didn’t talk to me like I was some dummy who didn’t understand what things meant (as per the other sales reps!) Really pleased.
When it came to the install, I was prepared fully for the 2 week wait time (of course I waited until it was freezing outside before calling for a quote… as did half of Auckland I’m sure!). So when I got a call the morning after the quote was accepted, to say a last minute cancellation meant I could get the heatpump in the next day….Woohoo! Weekend cosy-ness!
The installation boys arrived on time, were very friendly, and got to work quickly and efficiently. They were here for about 2 hours, and left the place very clean and tidy (washed the wall, vacuumed, took all the packaging away etc). Carl called to follow up and make sure all went well…. So overall, a really great service, and good customer experience! I would definitely recommend you to any friends or family that were looking at getting a heatpump in the house. Cheers!”
Pauline May 2013
You could be forgiven for thinking that we drew this testimonial up ourselves – it is that good. But truth be told, Pauline experienced a level of customer service that we expect each customer of Heat and Cool to receive from us and that’s reflected in our mission statement:
“Our focus is to provide customers with fast and efficient solution-based service; at all times maintaining quality, up-to-date technologies matched with a friendly, family business environment.”
When intention and experience are combined, the results (for all) are great, and Pauline’s words testify to this. As a close knit working team, the staff at Heat and Cool are all about delivering on their word. For a family focused business our mission statement is simply paramount to operations and when the end result is a positive customer experience then all the more reason for it to be top of our priority list and guide us in our daily approach.
And if you are thinking Pauline’s testimony is a likely one off then visit our testimonial page for more positive feedback from happy customers. Be prepared for a load of positivity.
And that’s what it’s all about – happy customers, positive experiences and warmth in the home that enriches and enhances the way you live. Now that may seem like lofty ideals, but they are attainable. The way in which we deliver, install and maintain our products affects the lives of our customers; it’s as simple as that. So when we are aware and conscious of this, it’s reflected in our efficiency and willingness to accommodate customer needs.
So let’s break down Pauline’s testimony to get an idea of how the elements of our service combine to deliver a great customer experience:
“I had received quotes from a couple of other places before meeting Carl, who was friendly on the phone, and managed to come and see me the same day I called him.”
This is always a good idea. Shop around, compare rates but beyond this – factor in other elements like customer service record – found primarily in testimonials, product knowledge and staff member’s ability to match the right product to the right customer needs and also convenient, fast and efficient installation and overall service processes.
“His approach was so different from the other sales reps… Honest, up front, no B.S 🙂 I felt like I could really trust what he was saying. I asked questions, he had all the answers… no looking up pamphlets and booklets, he just had it all in his head. I knew I was talking with someone who knew what they were doing, and didnt talk to me like I was some dummy who didn’t understand what things meant.”
Competent, knowledgeable and honest staff are invaluable. Carl did the company proud by simply being himself and sharing with our customer his knowledge base. It is what is expected of him and it, quite simply is what he does. Here we have a simple yet exceptional experience of doing what you are good at, what comes naturally and what you enjoy doing. Carl epitomises the Heat and Cool culture – friendly, helpful, knowledgable and all-round good folk. Check out our staff profiles for more insight.
“The installation boys arrived on time, were very friendly, and got to work quickly and efficiently. They were here for about 2 hours, and left the place very clean and tidy (washed the wall, vacuumed, took all the packaging away etc.”
It’s often the attention to detail and the small things that account for the most. I’m sure we have all had it before, trades people who do a good job but leave a bit of a mess behind them and for me that leaves a slightly bitter taste in what would otherwise be a sweet mouth. So going the extra step seems logical, leaving a customer’s home in the same state, if not in a better state than when you arrived – for us seems logical. Perhaps this type of logic is what helps set us apart?
“Carl called to follow up and make sure all went well”
This goes to prove that the relationship is not automatically severed once installation is complete. Like you we want to know that everything has gone to plan and equally we want to know if something along the process did not go to plan so that we can rectify and then if necessary improve our processes moving forward. A simply call to say “how’s that heat pump going for you” is, to us, good manners and to us, good manners translate into good business processes.
Heat and Cool aim is to give our customers the best product on the market and we have chosen to specialise in Mitsubishi heat pumps and airconditioners because we think, they are the best and of course we want to partner with the best.
To get great customer service and a warm, cosy home this winter, give us a call now.
For winter warmth that’s just a phone call away, Heat and Cool have a limited time heat pump and installation offer that could be just what you need.
See our Specials page for more details.