I am pleased to introduce Zev and Leslie Rosenberg of Raritan Air Water Power Service. This is part of a series of guest interviews with small business owners in New Jersey. For a past interview, see Interview with NJ Playgrounds.
I previously wrote about Raritan Air Water Power in this post called Say Thank You – a trait the Rosenbergs do well! I got to know the Rosenbergs when our sons were in the same Cub Scout pack.
When did you start your business? We started our heating and air conditioning company here in February 2005. However, we were in business for a number of years when we lived in Potomac, MD. Zev has been in this field for 30 years.
How do you market your business? Currently we market mostly through word-of-mouth. We also send customers reminders about preventative maintenance that should be done in the winter and spring. Being part of the Highland Park First Aid Squad discount card also brings in additional business and customers seem to appreciate the savings.
Customers are very interested in energy savings and we try to alert them to ways to save. There is tremendous opportunity in high efficiency equipment right now due to federal tax credits and utility rebates.
Have you used social media? We currently have a page on Facebook. Readers can become a fan of our page at Raritan Air Water Power Service. We give tips and reminders there on savings and ways to manage your home.
What are some ways a business can keep customers? The most important thing is 100% quality control. For us that means every job that we do the customer has to get a follow-up phone call asking them how things are going and if we met their expectations. Let’s face it, people have come to expect lousy service. When someone’s not happy with the service they’ve received they are likely to go elsewhere, thinking it’s not worth the hassle. Occasionally we have to go back on a service call or installation. It makes the whole situation easier on the customer if we call them. I think people appreciate that you followed up even if they don’t have a problem. Most people are just shocked that once you get paid you even care! That is the biggest thing.
The second thing is to let people know that sometimes they have options of what they can do to repair their equipment. If they do have options, I like to present them and let people decide what best meets their needs.
Third, whenever I make any kind of suggestion on what needs to be repaired, I ask myself, “what would I do if this were my home or business.” I think people appreciate that you are trying to keep their perspective and or help them make decisions that are in their best interest.
Finally, in this current economic climate people need options for paying which is why we take credit cards.
How do you suggest dealing with a difficult customer? The first thing is that you have to establish realistic expectations and listen to what your customer is saying. We try and spell out for people exactly what we can and cannot do and what they should expect. Also you have to understand that not everybody wants what you have to offer. Many contractors will do anything to “get the job.” Because I live here I can’t offer to give someone less than what they need.
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Thank you so much, Zev and Leslie, for this interview.
I jokingly told Leslie I was going to photograph one of our toilets, which Zev has fixed while checking our heating system or our air conditioning (he’s multi-talented), but instead I will show you their logo and phone number:
Do you have any questions for Zev or Leslie? Or if you would just like to cheer them on, please feel free to leave a comment.