Calling a Contractor for HVAC Services Shouldn’t Be a Nightmare

Calling a contractor for HVAC services shouldn’t be a nightmare. And yet, for many residents of the Salt Lake City area, it is. Trying to line up service is often stressful, time-consuming, and filled with uncertainty. Things are made worse when a homeowner is facing an HVAC emergency. We get it. So our mission at Superior W&A is to provide prompt, courteous, and professional service that ensures customers are satisfied and confident.

The challenge for many HVAC contractors is determining what truly constitutes an emergency. Unfortunately, this sometimes leads to misunderstandings between contractor and customer. HVAC services need to be prioritized based on need. So genuine emergencies take precedent over situations that are not so serious.

When Service Doesn’t Meet Expectations

Utah residents have certain expectations when they call for HVAC services. When those expectations are not met, most customers will rightfully make the decision to look elsewhere next time they need service. To us as an HVAC contractor, the challenge is understanding what unmet expectations look like.

Here are the most important things we believe customers expect from us:

• Professionalism – Demonstrates to customers that we know what we’re doing. It shows them we are serious about providing a quality service. We wouldn’t have it any other way.

• Knowledgeable Technicians – Homeowners expect that the technicians we send out have the skills and knowledge to do the work right the first time. It’s a reasonable expectation.

• Timeliness – Customers with broken HVAC systems expect service in a timely manner. This is also a reasonable expectation, but it’s one that is hard to pin down. Timeliness means different things to different people.

• Empathy – It has been our experience that customers expect empathy from our entire team. They certainly don’t want to speak with representatives who are cold, uncaring, and not really interested in helping.

• Transparency – Transparency is yet another expectation. Customers expect us to be upfront about the cause of their particular problem. They expect transparency in both estimates and final pricing.

If any or all of these things ring true with you, we want you to know that Superior shares your views. We have these same expectations of ourselves. More importantly, we go above and beyond to hold ourselves to an even higher standard.

Things You Can Do to Help

A good HVAC contractor will go out of its way to make sure you are satisfied and confident in their work. Still, let’s not forget the fact that contractors and their employees are human. We don’t always do things perfectly. But guess what? You can help us out.

Here are some simple things you can do to contribute to a better result:

• Learn – Learn as much about your HVAC system as you can. The more knowledge you have, the better able you will be to help us understand what is going on when something breaks down.

• Prepare for Questions – HVAC contractors ask a lot of questions during phone calls in hopes of prioritizing your service based on need. Please try not to be frustrated by them. In fact, be prepared for them when you call.

• Ask Questions – Likewise, ask the technician any questions you might have during his visit. Questions and answers can prevent a lot of misunderstandings that otherwise lead to trouble.

Above all, please be patient. HVAC contractors are almost always busy. We certainly are, yet we promise to provide the best possible service we can in the most timely manner. And if you ever have concerns about our service after the fact, please reach out and let us know.