Page 18 - The Compass - Volume 14 Issue 3

time to concentrate on selling instance someone responds poorly,
new club members, rather management receives notification
than always booking longtime on their cell phones, and they
satisfied customers. address the situation immediately.
“Our call center is incredible,” “I think people do business with
Ed beamed. “We believe in us for a lot of reasons. We’ve been
them, and these few changes in this community forever. Our
we’ve made, it will drive our building sits on a prime location
future growth. We’re excited.” that gets a lot of daily traffic.
Everyone sees our trucks all
Build Relationships, over town, and we have a healthy
Not Quick Sales DEBRA KENNINGTON JESSE HAM marketing budget. We also offer

Beyond Snyderman, beyond the Daikin product that has a 12-
the friendly call-center voices, year warranty,” Ed shared.
homeowners have grown to “I think we have the reputation
know and love Snyder Heating we have because we are absolutely
& Air Conditioning thanks not high pressure,” Ed stressed.
to the consistent, impeccable “We look to develop long-term
service delivered daily by its relationships with customers, not
approximately 70 maintenance, quick sales. We’ve been successful
service, and install technicians with that mindset.”
combined and its four comfort
consultants. Get the Right People on the Bus
On every call, homeowners Superior service can only be
can expect to receive a JOHN RAND GREGORY CORREIA performed with the right people
comprehensive evaluation onboard. “That’s another thing
of their system. They’ll be that AirTime did, it helped us
educated on its condition and be given options to make the really focus on taking the time needed to recruit the right
best decision for them and their family. “We always will people,” Ed said. “You have to have the right people on the
give a replacement option if the equipment is 10 years old bus.”
and it’s going to cost them over $1,000 to repair. That’s “Yes, we have a much better, tighter process,” David
sort of a rule we always abide by,” Ed said. “At that point, a echoed. “It starts the minute someone walks into this office
replacement probably makes the most sense—but it’s their to leave an application. Everybody better be out of their
call.” seat to greet them, including me. We want them to see
Snyder understands that the investment in a new system we’re interested. We also want to get an early glimpse at
can be a challenge for some. They work with a local their personality. For example, we ask about their current
financing company. “We offer financing on every job, but we job. If they start complaining, it’s a no-go right away.”
don’t get in the middle of it,” Ed said. “We pass it off to this The vetting process for any applicant typically takes
company and they manage it,” Ed explained. Their financing three interviews by three different managers. The managers
partner always provides a bounty of options that best fits have a list of questions to ask that have been developed by
each customer’s circumstances, Michelle. “We’ll start bringing
including facilitating home-equity up certain instances or situations
loans or refinancing if need be. they’ve found themselves in,”
Whether a new system is David explained. “Really, when
sold or not, Snyder stresses the you start talking to someone, you
importance of follow up. Unclosed can get a vibe about them. After
bids are entered in the company’s a few minutes, you know if this
software and closely monitored person is going to fit our culture
by management. Techs and or not and if it's worth a second
comfort consultants are expected interview.”
to stay in regular contact with “We always like to ask people
those homeowners. Following what motivates them,” Michelle
maintenance and service calls, the added. “Some are driven by money.
company uses SGI partner pulseM, Others want more family time.
which allows customers to rate Those are things that help us if we
their experience and leave reviews decide to hire that person.”
on third-party sites. In the rare JESSE HAM AND KATT MOORE WORKING IN SNYDER’S
HIGHLY EFFICIENT CALL CENTER.
18 THE COMPASS | Issue 3 | 2019