Exceeding Customer Expectations Is: JOB ONE

Weil, Michael S.
October 2009
Heating/Piping/Air Conditioning Engineering;Oct2009, Vol. 81 Issue 10, p5
The article presents author's insights on the concept of Robin Crow, owner of Dark House Recording, on exceeding the customers' expectations during the Heating, Ventilation, Air-conditioning and Refrigeration (HVACR) Week. It argues that the message of Crow is not new but it is important. It says that exceeding customers' expectations means making the customers happy, partnerships and increasing the retention of employee. Moreover, it says that customer service is a principle to live by.


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