One of my regular residential customers called me on Monday.
- The customer was very upset.
I happened to answer the phone, because the receptionist was in the lavatory. The woman on the phone told me that someone stole that window AC unit from her living room window. I was totally and completely shocked when I heard the news. She continued with her story and told me that the thieves stole the AC unit in the middle of the day while she was taking a nap. He only caught the perpetrator running away when the AC unit. She contacted the police and got a report, but the homeowners insurance would not pay for the AC unit to be replaced. I told the customer not to worry at all. I ask her to hold on the line for a few minutes. I looked into the inventory that we had and stopped and we actually had a couple of refurbished AC units in stock. I told the customer about the units that we had available. I told the woman that I would install any of the systems absolutely for free if she wanted to purchase one of the refurbished air conditioners that we had in stock. The woman was so incredibly happy to hear the news that she told me to bring whatever missing I had that was the cheapest. I actually didn’t take the cheapest AC unit to the customer. I brought one of the machines that was an upgraded heating and AC device and I still charged her the same price as the lower-cost equipment.