Chris’ demeanor and candor was exceptional. I inadvertently misunderstood some of the context of the conversation and within a few moments he was able to clarify and clear up my confusion. I think that his explanation of the process and his role within the process helped to alleviate any concerns I had about the proposed course of action. He clearly identified that the current system in the house was inching nearer to the end of expected service life. He proposed several cost saving options and helped guide my decision. My only criticism, which may just be specific to this instance, is that it may be very beneficial to the customer for the repair technician to clearly state that the repair technicians does not have the ability to provide whole system replacement recommendations. So it may be useful to lay out that info at the beginning. “I can only provide repair options, but if you want yo discuss whole system replacements you need to talk to Cody.” Because I didn’t have the puzzle piece above, when Chris asked me for the second timr “Are you really sure you want to do this?”, a lot of very conflicting thoughts occurred simultaneously. For example: He asked me this already, what exactly am I missing? Is he attempting to suggest that buying these products are a bad investment and I should, in fact, buy a new system entirely? If so, why didn’t he cover this option before he left and came back? Well anyway, it was a hot 30 seconds before Chris, thankfully, realized where I was confused. When he clarified that his role as a repair technician simply eliminated his ability to provide any context around buying a new system and that if I wanted to have the discussion about a new system that I would need to talk with Cody, everything seemed to fall in place and was good. So uh sorry for the novel. The tl;dr version is: Chris is a good employee and seems to care about helping folks and thankfully had the patience and grace to help me figure it out.
Response from Innovative Air Pros:
First of all, thank you so much for sharing your feedback with us—we really value your input and flagging up areas where we can further improve. We are so thankful for the 5-stars! It was a pleasure serving you and your family. We are here for you when you need us!
