The Value of Service
It is not a commodity, we are not selling boxes. I mean anybody can put the boxes in but to engineer it correctly and to actually get what you pay for, takes a professional. That is why we are here and we do what we do. We have been in business since 1953 for a reason, it is not by accident, we do things correctly.
Your heating and air is one of the largest energy consumers in your home. It is very important to get it done right and get it done correctly because these things cost quite a bit of money. You want to make sure it is done right and you want to make sure you have someone to stand behind it.
“I have a home warranty, I pay my $70 deductible, got to go do this.” Great, they will be there in 3 days. I say, “3 days, we can be there today, we can actually be there this afternoon, call us.” “Yeah, but I have a home warranty.” What is better, to have a home warranty and have to wait 3 days to get somebody to respond? I will tell you exactly why we stopped dealing with home warranties. We place that phone call, hey this customer, Meghan needs a capacitor. They ask how much is the capacitor. They then tell us they can ship a capacitor and it will be here in a couple of days. That is how we approve it. We say, “No, thank you, we have a capacitor on the truck, the tech is at the house and we can do it right now.” The customer is without heating or air conditioning. Why would we wait 2 or 3 days to get your part and install it for you and leave the customer without heating and air? We are right here we can do it now. That is how home warranties operate, they try to get the cheapest method to get it done. They charge you, but they want to get it done as cost effective as possible for them.
Now, our problem with that is it takes you out of the equation. We are all about customer service. That is why we can get you that day, that is why we can fix you that day, 87% of the time we can fix you the same day. Home warranties don’t provide that because it costs a little bit extra. We do cost a little more money than the guy on the side but we provide the service the customer needs and the customer wants. Home warranty companies, historically, have not been that way. Now ours, our HWA (Home Warranty of America) that is owned by Direct Energy, that owns One Hour Heating and Air, they do it because that is who we are, that is what we are about.
I am not a huge fan of home warranties and it is not that they are evil and they do wrong things. I am just a big fan of getting the customer what they pay for and what they want.
We go to great lengths to make sure customers are satisfied. I would rather error on the side of the customer and make them happy than worry about us because if I take care of you then you will take care of us.
Your friend in comfort and energy savings,
Derek Cole is the General Manager of One Hour Heating & Air Conditioning®, an independently owned and operated franchise based in Laurinburg, North Carolina since 1953. He has more than 15 years of experience in the HVAC industry and has created two You Tube broadcasts, The Comfort Experts and #AskDerekCole, filled with tips and tricks on saving energy and being comfortable. He was named the Top 40 under 40 in the HVAC industry by the News magazine and featured in Entrepreneur Magazine Franchise Player Spotlight. Derek has also been seen on CBS, FOX, NBC, ABC, Huffington Post, and Bloomberg Business sharing about One Hour Heating & Air Conditioning® and home comfort tips.