Our customer support team is made up of people devoted to making DR.HVAC one of the best. That includes our administration manager, Evelyn Lenvoy.
Evelyn has been with us for a year and a half, and was familiar with Dr. HVAC before she took on the role of administration manager. “I knew some of the technicians in my personal life. They referred me to Dr. HVAC,” she said. She was called in for an interview, and as they say, the rest is history.
As the administrative manager, Evelyn has her hand in many pies. She answers the phones, orders equipment, and does many other important tasks on a daily basis.
She admitted that when she first started at Dr. HVAC, she wasn’t as confident about handling all these roles as she is now.
Her determination to perform to the best of her ability at all parts of her job pushed her to go back to school for accounting. Now she is balancing part-time schooling with her full-time job. “It’s made me better understand what I’m looking at,” she explained, adding that she was happy she made the decision to do it.
Accounting is not the only training Evelyn is undertaking. “Every week as a company we get together to discuss new technology, new practices,” she explained. She and the rest of the customer support team learn along with the technicians so that they all provide customers with the same information. This training includes reading educational material and watching webinars. Just recently, Evelyn watched a webinar on dehumidifiers in response to an increasing number of questions about this particular system. “I watched the webinar on dehumidifiers so I can communicate to the customers,” she said.
Communication with the customers is one of the things Evelyn loves most about working at Dr. HVAC. In fact, she loves communicating with everyone. “I love the rapport I have with the technicians and the customers.” These are people she talks to all the time. “I have regular customers I talk to often.”
For Evelyn, it’s about treating each person as exactly that; an individual person with whom to have multiple, personalized conversations. To her, that makes the experience. “It’s nice to be able to have positive conversations.”
“Customers are putting a lot of their trust and money into Dr. HVAC,” Evelyn said, adding that it is part of her job to build and respect that trust by providing all the valuable information they are going to need, including timelines and details on the work that will be taking place.
Respecting that trust is one of the ways Evelyn builds memorable relationships with her customers. “I have a commercial customer, I’ve been with him since day one,” Evelyn explained. “He calls me his Dr. HVAC girlfriend,” she laughed, adding that there was lots of joking and camaraderie between them. “We built a relationship.”
Evelyn knows why she loves Dr. HVAC, but she also knows why customers like the company. “I find a lot of people appreciate our honesty.” She explained that so many other companies aren’t upfront with their pricing, or try to oversell to customers once the technicians are in the home. Dr. HVAC doesn’t do any of that.
“We’re going to be honest with you,” Evelyn said. The message is clear and simple; Dr. HVAC gives realistic upfront prices, and never tries to sell services the customer doesn’t need.
“These people have families, are elderly, are on fixed incomes,” Evelyn explained, adding that their customers need someone to trust, to take their problems seriously and consider their individual circumstances. The people at Dr. HVAC respect that trust, especially when it comes to working in someone’s home.
Inviting someone into your home means that you have to have respectful relationship. “A lot of the customers love that technicians build a rapport right away,” she added. The technicians, some of Evelyn’s good friends, don’t try to force services or act surly. Instead, they explain what they are doing and educate their customers, extending the positive experience.
It helps with Evelyn’s job to have a workplace where respect is paramount at all levels. “I do what I can to make the customers feel comfortable.” Then the technicians take it from there.
The technicians will even fix little things for free if they notice something broken or out of place, something Evelyn believes sets Dr. HVAC apart.
“It reminded me of a story I heard when I worked in retail. The pickle story,” Evelyn said. There was a man who every day ordered at the same restaurant from the same waitress, and he always got a free pickle. When that waitress left and the man was served by a new waitress, she wanted to charge him for the pickle. It became such an issue that they lost the man as a customer. “Over a stupid pickle!” she exclaimed.
Dr. HVAC doesn’t charge for every single pickle. Instead, they demonstrate their value of the relationship by adding this personal touch of doing what they can for their customers.
We had to ask Evelyn one more question: is she happy she took the job? “It’s been fun and challenging. It’s always changing,” she said. “I love it. I love the relationships I build.”