2 minute read
Our Team
EXPECT MORE. AND GET IT.
Homesense general manager Brady Wilson says, “We believe that timely technical proficiency is now just the entry point of a great customer experience. Homeowners are expecting companies to go beyond those basics, and when they seek out more, we think they will find Homesense.”
Every Homesense team member agrees to and signs the Heart of Homesense, affirming that they are in alignment with the company’s core values. This isn’t just a piece of paper: it is a fundamental set of beliefs that defines how they treat customers and each other. It starts with the principle of putting the customer at the center of everything. With that in mind, Homesense has invested in building a team who believes in delivering unmatched and “refreshingly different” customer service.
START WITH WHY
It also starts with “Why.” Pulling from Simon Sinek’s book, Start with Why, Homesense recruits team members who “believe what they believe” in terms of ethics, integrity, and a heart for service. Co-founder Brian Schutt explains, “We believe when there is alignment around the WHY of values and the HOW of service, ultimately it’s our customers who win.”
Homeowners need to trust HVAC companies to present options that fit their needs and deliver viable solutions. But on an even more fundamental level, they need to trust the people going into their homes. Homesense emails a photo and bio of each tech who will be working in the home. Another example of going the extra mile.
If a customer needs their ducts cleaned, they know Chuck will be there. After the service technician drops his children off at school and jumps in his work truck, he calls the homeowner to let them know his “sparkling personality is on the way!” Or if they need a new HVAC appliance or system, Andy is on the job. The install technician’s favorite Heart of Homesense values are helping others and giving back to the community.
Whether it’s service technician Kasey Butz, technical supervisor Darren Noel, operations manager Jason Myer, marketing manager Cristina MarroquinMcCall, general manager Brady Wilson, or owners Brian Schutt and Jesse Cross, customers know that whomever they interact with is driven by a higher purpose and commitment to service.
HAPPY TEAM = HAPPY CUSTOMERS
Homesense values its people in word and in action. For example, they made the intentional choice not to be 24/7. Why? “Because our team needs time with family and to rest,” says Brian. Another benefit of the values-driven company: a sabbatical program for any employee who reaches five years of service or beyond.
Technical supervisor Darren Noel recently took advantage of the five week paid leave. “The sabbatical gave me time to reflect on a lot of things. I realize not too many companies offer a benefit like that, and I definitely bring that appreciation to the customer experience.”
Not surprisingly, Homesense has remarkably (read: astonishingly) low turn-over and an average Net Promoter Score of 9.5/10 — as well as truly happy, lifelong customers.
NET PROMOTER SCORE9.5 OUT OF 10
Brian Schutt, Co-owner, Homesense Heating & Cooling
