I had a phone call come in today that really made my day.
A client that we had installed a generator for in 2006 called and asked if we could come back this weekend (six years later) and service it. Now in 2006 we outsourced all our generator preventative maintenance. We installed the units and a third party did the rest. Our client did not like the people or the service they “provided” and this reflected poorly on us. And we lost the confidence of our client.
In 2010 we made the decision that if we were in the generator business we had to be completely committed and become factory trained service technicians and stock a decent inventory of maintenance and repair parts. So we contacted Generac and went through all the training and of course this info is on our website.
Today our old client realized he had not had his machine serviced since his bad experience, and wanted to get it serviced so he browsed the web looking for someone to help him. Thankfully when he visited our website, he was open-minded enough to see that we had completely committed to providing full guaranteed service and reconnected with us.
Needless to say, he will not be disappointed this time. Thank you for the second chance John
PS: Scott Oliver, the journeyman electrician who will be the servicing tech tomorrow was a fresh-faced helper on the original generator installation.