One of the things we pride ourselves on at Brown Heating & Cooling is our fantastic customer service. As a family owned business, we see our customers as lifelong friends – we want to create long-term relationships to help with HVAC needs over the years to come. Part of our commitment to creating these relationships is hiring amazing technicians. We hire only the best people to work for us, so that our team really can work together on projects in a way that is as effective and cost-efficient as possible.
So, what makes our technicians so different?
They Have Education & Experience
At Brown, all of our technicians are EPA certifies, and most are NATE certified. What does that mean? EPA certified techs know the ins and outs of laws and rules surrounding HVAC maintenance, including how to properly deal with chemicals routinely used in HVAC servicing. This means keeping your family and property safe! NATE (North American Technical Excellence) techs have to pass a not-so-easy test to prove that they have the knowledge necessary to fix both the basic and specialty components that make up most HVAC systems in the United States.
In addition, most of our technicians have at least a few years of experience behind them, so they’re very familiar with most problems that can occur with an HVAC system. We like to keep a range of expertise on our teams, so new techs can learn from people who have been in the business for a long time.
They Have To Pass A Background Check
We want our technicians to be the best-of-the-best, so before hiring we do an extensive background and drug testing. That means our customers can rest assured that they are always safe with our techs in the house.
They’ll Always Call
Some techs will let you know that they will be at your home “sometime between 9 AM and 5 PM.” Because everyone can just take a day off of work, right?! We don’t encourage that sort of behavior at Brown. Our customers can rest assured that they will be given a proper appointment time, and that our technicians will always call with an update on their estimated arrival time. We know your time is valuable, so we will always respect it.
They Care About Your Home, Because We Care About Them
Great customer service starts by making sure employees have what they need to do their job properly. We keep our techs happy, providing training, tools, and impromptu go-cart rides. That happiness translates when they visit your home – they want you to be happy too, which means they always wear protective slippers and do their very best to keep your home neat and clean. In the event that things get a little messy, they’ll make sure everything looks the way it did prior to their arrival.
We Don’t Encourage Jargon or Upselling
When technicians visit your home, the first thing they’ll do is ask about problems, and then do an initial check to see where the problem lies. Once they know the problem, they’ll explain it in clear terms that you can understand – we know you’re not an HVAC tech, so we’ll try not to bore you with shop talk (unless you really want us to…in which case we’ll go ahead and get super detailed). After that, the tech will provide options to fix the problem, along with clear, up-front pricing. Technicians are encourages to take a “don’t replace unless it’s necessary” approach, so we won’t try to sell you something you don’t need.
They Do It Right The First Time
No one wants to have a technician come out to their home two, three or four time to fix a problem. This is why we give our techs the tools they need to do it right the first time. With a combination of their knowledge and skills, and the support of our home office, they fix problems right the first time around. If parts have to be ordered, we may make two visits, but we try our hardest to keep visits to a minimum. While we love our customers, we don’t want to have to seem them in an official capacity more than we have to!
Ready to experience the Brown Heating & Cooling technician difference? Give us a call at (205) 564-5004 to schedule a visit!