Conversations from the EDGE: How to Create an Exceptional Customer Experience
On this episode of Conversations from the EDGE with Service Logic, host James Kent spoke with Chris Douglas, President of Encon Heating & A/C, about Douglas’ 37 years with Encon, tracing a career path that began as a service technician. It was during this first role with the Encon, Douglas learned the importance of…
This story was produced through MarketScale. See how Engineering & Construction teams put it to work with Partner & Channel Enablement.
Promoted content from Service Logic on MarketScale.
Get featured
Want to get featured in MarketScale Engineering & Construction?
Create a free MarketScale workspace and get your company's expertise featured across our Engineering & Construction coverage. No credit card, no demo required.
On this episode of Conversations from the EDGE with Service Logic, host James Kent spoke with Chris Douglas, President of Encon Heating & A/C, about Douglas’ 37 years with Encon, tracing a career path that began as a service technician.
It was during this first role with the Encon, Douglas learned the importance of a great customer experience.
“I quickly understood, I was the face of the company in the eyes of the customer, and that the level of customer service delivered every day was my responsibility,” Douglas said.
Douglas took those early lessons and used them to shape his views on customer experience.
“We are in a relationship business, so we focus a lot on the relationship,” he said.
To move the customer experience to the forefront of Encon’s business model, Douglas and his team rolled out an initiative called, ‘Unleashing Excellence.’ This process was modeled after the book by Dennis Snow & Teri Yanovitch, Unleashing Excellence: The Complete Guide to Ultimate Customer Service.
“We used Snow’s book,” Douglas said, “along with other publications, to create a roadmap as to how to go about implementing a program at Encon that would ensure we provide an exceptional customer experience every time we came in contact with a customer.”
The reaction from customers to the rollout was both immediate and overwhelmingly positive.
For the latest news, videos, and podcasts in the Building Management Industry, be sure to subscribe to our industry publication.
Follow us on social media for the latest updates in B2B!
Twitter – @BuildingMKSL
Facebook – facebook.com/marketscale
LinkedIn – linkedin.com/company/marketscale
Part of this channel
Service Logic
North America's largest privately held commercial HVAC services company.
Your experts belong here
Every story in MarketScale Engineering & Construction starts with a company putting its project engineers, superintendents, and estimators on the record. Buyers are already reading this topic. The only question is whose experts they find.
Owners shortlist firms they already trust, and your field leaders become the reason your name is on that list.
