3 minute read
Customer Success Stories
Homesense is committed to — obsessed with — providing a “refreshingly different” customer experience. So let’s hear what their customers have to say.
Homesense is exceptionally discerning when it comes to hiring. They know that technical skill is just the starting point; any team member also has to align with the company’s values. Homeowners need to trust that their HVAC needs will be met — and that they will be safe and comfortable inviting these people into their homes.
This was a big concern for one of Homesense’s customers. During her first winter in Indiana, she needed furnace maintenance. Being new to the area, she turned online for help, and without the benefit of customer reviews, essentially just chose someone.
“To be perfectly honest, the randomly selected repair person that showed up that day ended up being a tardy, sloppy, creepy man that made me feel uncomfortable having him in my home without my husband present. It was after that visit I told my husband, ‘When this happens again, please be home when the repair person comes. It was too creepy for me.’”
Since finding Homesense, however, she feels completely comfortable having an HVAC specialist come in. “In fact, that’s one of the major reasons I recommend them to my other girlfriends. They put me at ease.”
Recently field manager Darren Noel came for her Fall Preventative Maintenance appointment. He called to let her know his anticipated arrival time and had everything, including shoe covers, ready to go. Darren is a technical expert but he is also “bright-eyed and extremely kind.” He chatted with the homeowner’s son, who was enthralled with his “cool backpack and yellow vroomer” and wanted to hear all about Darren’s “toys.”
The homeowner says, “It was definitely like welcoming a friend into our home, and not just another repairman.” The feeling of being safe in one’s home is invaluable. This is why Homesense is so exacting when it comes to the people they hire.
One of Homesense’s core values is continual improvement. This means taking criticism with grace — and using it to create an even better customer experience.
Kelly Griese is a long-time Homesense customer, won over by the team’s professionalism, responsiveness, and values. But as she says: Homesense wants to do it right, and make it right if necessary. It shows good character when you can take feedback like Brian did and make changes to regain trust. Again, no business is perfect all the time, but Homesense is nearly perfect. Brian and the rest of the team have a commitment to excellence. There’s no home service company I recommend higher. I even go to Brian when I need suggestions for other home service providers, such as roof repairs and plumbing work! Their availability and quality of service is outstanding.
Turning a negative situation into a positive opportunity for growth and improvement makes this a Homesense success story.
Perfection isn’t easy. And sometimes even the best in the business slip up. In 2018 I had a less than perfect experience with Homesense. There was a mixup with scheduling an appointment, and it left me feeling frustrated. I worried that perhaps Homesense was slipping in its customer service. So I emailed Brian and told him everything that happened. I made it clear that I was disappointed but that I still trusted him and Homesense due to previous exceptional service, and that’s why I was writing to him. Brian was so very receptive to my criticism. He thanked me for bringing it to his attention and promised to address my concerns with staff.
Homsense Customer
