After a sweltering summer, we’re all happy that fall is around the corner. Leaves are falling, and cooler mornings have us waking up refreshed.
So, what’s new in the world of comfort? Let’s talk about the cost associated with value.
We tend to think companies are similar if they have the words "heating and cooling" in their name or on their websites. Many ads for these companies are similar; some say, “no overtime,” “free estimates,” or “easy financing.” These kinds of statements speak to the
cost of a company’s service but say very little about that service’s
value.
Please know this: we don’t compete or play in that arena! We don’t advertise on radio or TV or waste money on marketing projects that don't demonstrate our value to our customers. Our monthly posts on our website are made to educate our customers and prospects on our core values, company ethics, safety practices, and the technical training we do with our team. We talk about our current customers and how we have helped them preserve the valuable mechanical assets in their buildings and plants.
In short, we don’t talk about cost. We talk about value.
Hays Service: Delivering Value
We offer consultations in which our building service specialists evaluate your current systems and explain how we can help reduce your energy usage and prevent premature equipment failures. These consultations can lead to a more in-depth dive into issues you may have that can be resolved with our various customized maintenance offerings. These consultations come with no pressure and no sales pitch, just objective fact-finding from qualified and experienced people who solve problems and provide solutions to hundreds of commercial and industrial clients around Middle Georgia. Or, to put it another way – we simply explain our value.
So, let's go back to that word "value" and show you how to tell if your maintenance agreement is actually giving you what you originally thought you were buying.
First, look at the quality and attitude of the person you call for service. How promptly and appropriately do they handle your call? Do they give you a set window for their arrival and stick to it? Do they let you know if and why there will be a delay? Using "hot weather" or any other excuse not to commit to a schedule is a warning sign that your agreement may not be as valuable as you thought.
Second, when the technician arrives, how are they dressed? Are they professional or disheveled? Do they know anything about the problem, or do you have to explain it again? Do they communicate appropriately, or do they leave you scratching your head, wondering what exactly they're doing, what to expect while they're doing it, and how long it will take? Being respectful of your time demonstrates that a provider understands your value, as well as their own.
Third, did the service provider communicate the results of the service call? Did they fix the problem? If you were available, did the technician sign out with you and give you written details of the call? After they leave, can you look on a customer portal for more info? Accountability is the key to understanding what you bought in a maintenance agreement and is the primary way an agreement's value is communicated to you.
Last, what is the company philosophy around worker safety training and actual safety results? You can tell a lot about a company based on how they approach safety. Most industrial customers have standards that do not allow workers onsite without specific safety information. Our lost time and recordable accident metrics are key to allowing us to continue as a service provider.
Ask your service provider what their EMR* is – if it's above 1, ask for more information about why. If a commitment to "zero accidents" is not their top priority, you don't want the risk associated with letting them into your facility and onto your equipment. While they may offer a lower cost, they'll almost certainly provide considerably less value.
Remember, while cost is important when considering a service company, value is the key to a genuine, lasting relationship. Let us know if we can help you determine where you are now and provide some objective facts to consider as you decide where to find the best value.
Enjoy the fall season, and we will stay in touch!
Coach Cal
*EMR: Experience Modification Rating, sometimes called a MOD rating, is an insurance calculation assessing a company's safety history and practices. Companies with an EMR below 1 are considered safer than average; companies with an EMR above 1 are considered less safe.
