When you’re in the air conditioning business in Texas, desperate calls from overheated homeowners are a part of daily life. And not so infrequently, they happen in the middle of the night. Dealing with major home repair issues like this in a way that leaves the customer happy isn’t as easy as it seems. But the business owner featured in this week’s Behind the Review episode—Josh Campbell of Rescue Air Heating and Cooling in Richardson, Texas—is a true pro at navigating the challenges.
To get a firsthand look at why Rescue Air is so successful, Yelp reviewer Jennifer W. tells us about the AC emergency that had her chatting with Josh for over an hour in the middle of the night. Her experience with Josh and his team highlights exactly why businesses can’t lose with a dedication to honesty, top-down leadership, and quality customer service.
One interesting element of Josh’s focus on quality customer service is his personal commitment to self-improvement and learning. As a leader, Josh firmly believes in a top-down operational model. He leads by example in more ways than one. He’s an open and honest communicator, a hard worker, and never stops educating himself. He’s fully aware that he doesn’t know it all and is always looking for new ways to improve and get better—as a business owner and as a boss.
Great entrepreneurs and business owners aren’t always great bosses and leaders—those skills must be developed and cultivated separately. Strong leadership ripples throughout the rest of the company and staff, and that shows up in places like customer feedback. Jennifer’s Yelp review of Rescue Air mentions four different employees by name, who all made a positive impact. “Working on myself has probably been the most powerful thing I’ve done since leaving my last company,” Josh says in the episode. “Understanding that I’ve gotta be working on developing and growing for the rest of my life. I can’t expect people in my business to develop themselves if I’m not leading by example.”
In addition to the importance of great leadership, other takeaways from this week’s episode include:
- Empathize with your customer. Air conditioners are expensive, making the purchase decision tough and the unforeseen issues stressful. Empathize with what your customer is going through and use that as your guiding light in your communications.
- Find talented people with the right attitude. We hear about the importance of hiring time and time again. Hiring the right people—Josh recommends focusing on work ethic and positive attitude—will help your business foster a great reputation for customer service.
- Make your customers feel comfortable. When your business involves going in and out of someone’s home, trust is essential. Rescue Air sends customers the name and picture of the employee who will come to their home, and when the employee shows up, they’re respectful and conscientious. They go the extra mile by wearing booties in the house and, in COVID times, are dedicated to physical distancing and mask wearing.
- Communicate, communicate, communicate. This spans every part of the customer experience, whether it’s late-night emergency calls or walking customers through every step you’re taking onsite or ensuring every additional cost is understood and approved before the work is done. Upfront, constant, and thoughtful communication wins the day with customers every time.
Interviews by Emily Washcovick; photos from Rescue Air Heating & Cooling
These lessons come from an episode of Behind the Review, Yelp & Entrepreneur Media’s weekly podcast. Listen below to hear from Josh and Jennifer, or visit the episode page to read more, subscribe to the show, and explore other episodes.
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