Monday, 13 November 2017 19:47

Building Value for Our Customers

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Value — this can be a very big word, and its interpretation can be subject to opinion. So I looked up the general definition: “The regard that something is held to deserve, the importance, worth, or usefulness of something. The word value, could also be a person’s or business’s principles or standards of behavior, one’s judgment of what is important in life.”

At Central, we are committed to customer service training for our call center, service technicians and installers every week. Our team is in constant communication throughout the day to make sure you are being taken care of in a timely manner.

Part of our training when we hire someone new to our team, no matter their position, is a video about a gentleman preventing a nuclear disaster. In the video, when this particular technician sends his bill for the service he provided, it came to $100,000. You can imagine the response to his bill: “It took you no time really to turn off the knob.” To this response the technician resent his bill, and it stated, “$1 to turn the knob, $99,999 to know which knob to turn!”

 The heating/cooling, plumbing and electrical trades are very important to the overall safety and sanitation for our valley, and I take this personally to make sure our team is trained appropriately.

 As the owners of Central, we need to know what it costs to stay in business. The following are just a few things that take place financially, before our call center answers your phone call or we dispatch one of professionally trained service technicians to your door.

We have all the usual items to cover each month:

  • Utilities: Proper maintenance of our facility and the vehicles our team uses to get to your home, including gas, tires, oil changes, any other vehicle maintenance needed and replacement.
  • Our phone systems: Including the fees from Centurytel, the phones themselves and headsets to efficiently answer your calls from anywhere in our facility.
  • Cellphone fees: To include monthly fees for our computer software and fees for our level of need for Quickbooks so we can keep track of all our accounting needs.
  • Supplies: Hand soap, paper towels and such for our restrooms, office supplies as well as replacement of office chairs, computers and so on; as each year passes, things need to be replaced.
  • Maintaining equipment: The forklift we need to have on hand to take large equipment for deliveries, and proper maintenance of tools and such.
  • Professional fees: We pay for doing our tax returns, as well as making sure some virus does not come in and crash our computers that have all of your customer history stored on them.
  • Our customer service reps: For those people who answer our phones; I have not found anyone that wants to do this for free.
  • Company trucks and vans: Let’s talk a bit more about those vans driving around the valley to arrive at your home; they are fully stocked with the proper tools and parts to take care of you.
  • Let’s not forget: The yearly costs of keeping our team properly informed so that when they do come to your home, they know which knob to turn!
  • Did I mention light bulbs, paper ... oh, and maintaining our copier.
  • Training: We need to technically keep up with this ever-changing world, not to mention maintaining their uniforms and shoe covers to protect your floors.

I think you are getting the picture. It is a huge responsibility to make sure we are crossing our “t’s” and dotting our “i’s”. We work very hard to provide the proper formula that takes care of your needs as well as staying profitable so we stay in business for many years to come.

 We are always here to build value for our customers. That’s why your comfort is my Central concern. Call 756-6656 for all your heating, cooling, plumbing, electrical and drain cleaning needs.

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Amish Apple Crisp

5-6 apples, peeled and sliced

1/3 cup of sugar

1 tsp on cinnamon topping

1 cup of flour

½ cup of sugar

1 tsp baking powder

½ tsp of salt

1 unbeaten egg

½ tsp cinnamon 1/3 cup butter, melted

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Debbi Waldenberg

A woman's perspective on home.

Nexstar Network       NATE      Lennox Dealer Kalispell