Brian Easton Hvac

Adam was very good when he came to professionally fix everything that was wrong with the erroneous attempt at installing an electric water heater their first tech made. I'll quote Adam "This is a basic electric water heater - it's not rocket science". The first guy couldn't even get the tank emptied, Adam easily emptied the tank, Adam didn't slam any doors or get frustrated while he worked like the first guy did. The first guy left rubber marks on my carpet from trying unsuccessfully to pivot a dolly with a water tank on it that was still full of water up the stairs. He said it weighed 500 pounds. Why would one person attempt to do that? Why are there still rubber marks on my carpet? Why didn't he put a runner down on the floor like the red one Adam put down when he pulled the empty tank up the stairs?

When talking with Shannon on the phone (after hours of waiting for word from the company) she told us the water heater weighed 800 pounds, and it might have to sit in the basement for days until they could get four guys to help carry it out. She didn't care about the rubber marks when I brought them up. There was nothing close to accountability for, or even offer a thinly veiled apology to pacify us for the carpet, or for what a disaster the morning had been. We didn't know who to believe, or what to think until Adam got here. He stayed until everything was done and working properly. Very professional job with the wiring, and was a pleasure to deal with and speak to.

Dealing with Shannon on the phone was a nightmare that I wouldn't wish on my worst enemy. A rude, gas lighting, right fighting, condescending, combative, deflecting, argumentative, unempathetic, unaccountable, representation of your business on the phone who refuses to listen to people. I feel very strongly that as the front line voice of a business she would benefit greatly from soft skills training, and coaching. I'm not convinced she even knows that soft skills in customer service actually exist, or what they are. Even statements like "Sorry for the mix-up" or "Sorry for any inconvenience" go a long long way to a customer's experience with the company you're representing on the phone Shannon.

Good companies have their customer service employees soft skills brushed up on more than once a year as they realize that the experience their customer receives on the phone, through email communication, and in their home will determine the word of mouth the company will receive from satisfied, or dis-satisfied customers. Introducing and developing your employees to soft skills development, and on job practice will benefit your business in the long run. Although I would certainly recommend Adam to do work in someone's home. I could never, with a clear conscience, suggest someone deal with Shannon on the phone.

I asked for an email address to email her pictures of how the first tech left the job site (unfinished) and the rubber marks that were left by their dolly on our carpet, and she even refused to provide me that - we're talking rudimentary customer service skills here folks, Shannon doesn't have them, and didn't display them on this day.

I'll leave you with this quote from Joe Girard - the World's Greatest retail salesman:

"When you turn away one, just one, with anger or a rude remark, you are running the risk of getting a bad name among at least 250 other people with money in their pockets who might want to give some of it to you. This is a business like attitude that you had better develop and keep in your head every working hour of every day. If you don’t then you could be wiped out by Girard’s Law of 250".

Excellent Job! Called Adam when our air conditioner did not work! He was here quickly and efficiently assessed and fixed the problem. Adam came back the next day to ensure that everything was working properly! Greatly appreciated his friendly and professional service!

Great customer service! They came to my rescue when our AC unit quit working just as I was about to have surgery. Brian Easton & Sons had a new AC unit delivered and installed before I was even home from the hospital (3 days).
Aaron thanks again your great service!