I tell all of my clients that customer service is important to me. I think that customer service is one of the best ways to ensure that a business will be successful. When customers are happy, they come back. It’s like that for many different types of businesses. If you go to a restaurant or diner and you like the food and the service, you are very likely to go back. If you go to the mechanic and he fixes your car and it doesn’t break down again, you’re going to visit that mechanic again. The same exact thing is true when it comes to heating and AC repair and installation work. I have been in the business for a long time. It’s important that our customers know that they are important, because they are. On the top of my website, I have a banner that says customer satisfaction is 100% guaranteed. A couple of months ago I had to remind my crew that the customer is always right and that they are the most important thing. I had a guy that’s been here for 3 years and I had to terminate his employment. When the commercial customer disagreed with him about the diagnosis for the system. My employee never should have engaged with the customer when he disagreed with him about the diagnosis. When he got into an argument and the local sheriff had to be called, I had to terminate his employment. The commercial customer probably will never call me again for heating or AC repair services, but everyone on the crew knows I was serious.