HVAC SERVICE MURFREESBORO AND SMYRNA
The 1-Hour Window
One of the benefits we offer that our customers love is the 1-hour guaranteed arrival time. If we schedule an appointment to diagnose a problem, we will be there within 1 hour of the scheduled arrival time, which is considered very timely in the service industry. If we don’t make it to your home within the 1-hour window that is promised, then your 1 hour diagnostic is waived completely. (1-hour window does not apply during after hour calls due to limited available staff)
Sales vs Service
Repair calls are probably the scariest calls to make because you never know if you’re getting an honest technician who’s not on commission, or someone who’s just going to try and sell you a new system or at least some fancy new features. High pressure sales and lack of training are two very common problems in our industry today. Over the years, we have seen countless situations of people being told that they need a new system when all they need is a simple repair. One thing we have done as a company to ensure your best interest is being met is that we don’t allow any of our technicians to receive a commission for any of the services that we provide which includes new installations. Our resounding message to the public continues to be “No Technician On Commission” because we feel it’s just not in the best interest of our community to financially incentivize a technician to sell something when the customer is hiring them with the hopes of repairing their existing system.
24 Hour Service
For your convenience, we have a live operator in place that will be available to answer your phone calls 24 hours a day, seven days a week. We also have technicians that are on “stand-by” in case you need someone to come to your home or place of business after hours.
Great Service, Great Communication
One great thing about having a mobile customer database is having the ability to make sure that all your invoices are verifiably delivered, legible, informative, and resourceful. The data base that we use maintains every system’s work history that shows service dates, times, work description, previous charges and shows the names of the previous technicians who worked on the system. We also keep a record of the model and serial number of your unit (s) which is great in case the label ever wears off and we need to order a part for it. The technicians enter all the invoice information with the use of a tablet which means you get a typed invoice that’s easy to read instead of trying to read a handwritten invoice on a carbon copy that may not be legible. We also wanted to make sure that all our invoices are universal and informative, so we came up with a formula called D.R.E.W. which is an acronym for…
Diagnosis (what we found)
Recommendation (what we recommend)
Estimate (what the recommendation will cost)
Work Performed (what we did)
This formula helps to give our technicians a simple guide which minimizes the possibility of something important being left out of your invoice. The invoice will also have a “What’s next?” column which is basically our way of communicating what the next step is in case any sort of follow up is required.
Right Tech, Right Job
One thing we strongly believe in is hiring good technicians that have high character and are well trained. We have a saying that we use in team meetings all the time which is; “Right Technician, Right Job”. We don’t want a maintenance technician or a duct work guy doing your HVAC diagnosis because service is not their specialty. We make sure the technician you are getting is experienced and capable of diagnosing the problem correctly the first time. We also make sure that our technicians are well trained in how to properly add refrigerant because overcharging a system has become a very common repair call. Our years of field experience has revealed that many technicians aren’t using the mandatory instruments and tools necessary to make an appropriate repair. Today’s R410 units MUST be accurately charged in the precise and appropriate manner or it can cause serious, costly damage to your system. Total Trans4mation is very committed to making sure your technician has all the tools and training they need to diagnose the problem and do the job correctly the first time!
Our Repair Strategy
Many people don’t realize the financial sacrifice that it takes to outfit each service vehicle with all the tools, instruments and parts needed to do repairs correctly. It also cost thousands of dollars in payroll every year to teach and train our technicians how to do their jobs correctly. We believe it is imperative for a service company to train their technicians and give them all the tools and parts they need to service your home correctly. The alternative as you can imagine is probably not going to be in your best interest. We teach our technicians that “if you’re not testing, you’re guessing” which usually creates the high probability of a misdiagnosis. Some companies worry about spending thousands of dollars on tools and training their technicians for fear that the technicians will lose the tools or they’ll eventually leave and go somewhere else. Our philosophy is; “what happens if you don’t train your technicians and they choose to stay”! We believe that our company’s growth is dependent up having good word of mouth and maintaining a good reputation which is why we make customer service and training our primary focus. Our technicians are well trained to treat each customer in the same manner that they would want to be treated. Our customers appreciate the fact that we grade our technicians by how many customers they satisfy, not by how many units they sell!