How Palo Alto Maintains Exceptional Customer Service

We at Palo Alto hold good customer service in the same regard as the products that we offer and our technical capabilities. In this blog, your local HVAC and plumbing contractor shares insight on how we maintain professionalism and quality customer service during service calls.

We Respect Our Customers’ Time

Time is a truly valuable resource, and we at Palo Alto understand how it can make or break business relationships, which is why we make it a point to be on time for our appointments, commit to our promised deadlines and ensure completion of our work as scheduled.  Our experience in performing HVAC and plumbing services lets us estimate completion times with accuracy.

We Set Customer Expectations

In the event of unavoidable delays—usually due to weather or supplier-related issues—we make sure our customers are aware of them. We also provide the most accurate quotes possible, while setting their expectations regarding things such as unexpected repairs, which are usually due to hidden problems that don’t get discovered until plumbing or HVAC installation is already underway. Setting expectations also includes explaining the scope of the work to our customers. While the nature of the work involves a lot of technical terms, we take the time to explain as best we can what we’ll do to our customers’ HVAC or plumbing system, why we’re doing it and what the benefits will be once we’re done. Sometimes HVAC and plumbing work can disrupt daily routines; knowing the scope of work can help our customers minimize such disruptions.

We Follow Up With Our Customers

Once the job is completed, we follow up with an email or phone call to make sure our customers are 100% satisfied. We understand that not all homeowners are familiar with the intricacies of a new HVAC system, so we make it a point to answer follow-up questions, as well as offer care and maintenance tips.

We Keep a Professional Look

Service appointments are informal meetings, but you probably don’t want a shabbily-dressed HVAC technician or plumber showing up for your appointment. Each one of our team members dress for the occasion, with clothing that bears our logo.

Call Palo Alto for Your HVAC and Plumbing Needs

Palo Alto is your leading provider of plumbing and HVAC services. Experience our exceptional customer service by giving us a call at (650) 856-3400 or filling out our contact form. We serve customers in East Palo Alto, CA, and nearby areas.