We lost a customer over an order mix-up.

This month has been filled with a number of problems! Work has been honestly tied up plus there is a new man in charge of ordering parts.

  • Four orders were messed up this month plus one of them caused a client to call a different heating and air conditioning business! I went to the service call and quickly determined that our client needed a new heating system.

The client was upset that we couldn’t replace the heating system on the same day, despite the fact that I assured him that we would have the new parts delivered the following morning. He agreed to spend the night at a relative’s home, so we could install a new heating system the next morning. Unluckily, someone ordered the wrong size heating system and I didn’t realize the mistake until I was already standing in the purchaser’s garage. The parts were delivered a half an hour before I arrived the next morning. I abruptly realized the heating system was half the size that we really needed. When I told the client about the problem, he became honestly irate. He told me to leave at once and he called another business to install his heating system. I called my boss to explain the problem. I do not know exactly how the mistake happened, however we lost a $3,000 sale because of the mix-up.

Commercial air conditioning system