I have always wanted to provide the best customer service since opening up the heat pump repair business 10 years ago. Anytime a customer has a complaint, I do my best to try to diffuse the situation and make the customer happy. 85 or 90% of our customers would say that they have had a wonderful service experience. I think that is a wonderful amount of people. That is nearly nine out of 10 people in agreement that our company provides excellent customer service and satisfaction. I make sure to tell all of the new employees that customer service is important to me. We don’t argue with the customer if they don’t agree with a quote. We don’t argue with a customer if they don’t want to pay their bill. I handle all of those problems and the service technicians don’t have to worry about anything except making the repairs and installing the heating or AC equipment. I hired a new guy last month and I knew he talked a lot during the interview. That type of nervous chatter can spell disaster sometimes, but he had a great resume and seemed to be very skilled and knowledgeable. After being on the job for only two weeks, I had to let go and terminate his employment with the heating and AC company. The kid got into three arguments with staff and one heated confrontation with a commercial customer that will probably cost me a client. I hope that terminating the guy will keep the client happy. I do not want to lose their business over the new hire.