These days, I’m sad to report that customer service can be a lost art. People get lost in their own world and they are consumed by their cell phone. Back when I was growing up, I was told to look everyone in the eye, shake their hand, and treat them with the utmost respect. They were a person and they mattered. They also deserved to be treated with respect. It is the golden rule: treat others as you would like to be treated. Somewhere along the way, we lost that, and I’m sad that we have lost that, as I find that to be a vital component of not only customer service, but life itself.
However, Ken Goodrich and Goettl Air Conditioning have made it a top priority. They add the personal touch to their business. They get to know the customer on a first-name basis and they remember their first name. When they say they are going to show up at a certain time, they show up at that time. If for whatever reason, they are unable to show up at that time, they will call you ahead of time and let you know why they were late and what happened. They don’t like to mislead or lie to the customer. They are bringing back the old-fashioned way of doing things, but it is the right way to do things.
When Ken Goodrich purchased the company in 2012, things were not pretty. They were quite ugly in fact. People were unhappy, angry, and furious with the company. Quite frankly, it looked as if all hope was lost. However, as long as you have Ken Goodrich, there is always hope and there is always a chance to fix things, make them better, and repair them. He never met a challenge he didn’t like.
Now, 18 months after he purchased the company, business is booming and customers are happier than ever. They respect and love the personal touch. They feel like they are being treated like human beings and their feelings and their thoughts matter. They are not just another customer to them. Nothing happens overnight or comes easy, but when it happens like this and you can see a once great company rise from the ashes, it is a thing of beauty, to say the least.