By Sue Cunningham-Milito
After his customers complained that their calls were not being taken well, Hurst Mechanical owner Greg Doerr made a change from his previous telephone answering service.
“I was unhappy with the poor customer service,” Doerr said.
About four years ago, we welcomed Hurst Mechanical as a new client of Cunningham Communications.
“It’s a 100 percent difference between Cunningham Communications and the old answering service,” said Greg Doerr.
Listening with Empathy
“The big difference is that Cunningham’s operators listen with empathy to the caller. They find out the problem and make things happen right away.
We are a 24/7 service. Our customers value being able to talk to a real person who can put them at ease when they are having an emergency.
Your operators tell the caller that they will notify our technician right away.”
“Another customer told me he was tired of operators asking dumb questions. Once the old answering service asked him how to spell ‘Michigan.’”
About Hurst Mechanical
Hurst Mechanical, now in its 40th year in business, has a fleet of 90 vehicles on call at offices in Traverse City, Muskegon, Grand Rapids and Kalamazoo.
The company services include HVAC, mechanical controls, piping, plumbing, refrigeration, electrical, energy consulting and sheet metal work.
“Our customers need us when the chips are down”
“When people call us after hours, they might be having some kind of disaster, like water gushing from a ceiling. So our customers need to be able to reach us no matter what,” Doerr said.
“In bad weather, when the chips are down, that is when our customers need us most.”
“The operators from Cunningham Communications are a key ally to Hurst Mechanical. They are a reflection of our company to our callers.
When our customers hang up from the call with the Cunningham Communications answering service, they know we are on the way. It makes our customers feel comfortable.”
“A great value for the price”
Doerr said he considers the Cunningham Communications answering service to be “a great value for the price.”
“They go above and beyond. One of my service guys told me when he got a call from Cunningham that the operator even gave him directions how to get to the customer.”
How can Cunningham Communications help connect you with your customers? Call us 24/7 to find out. Our operators are standing by: 800-430-7880.