When you work with Dr. HVAC, you get the full-service treatment. That includes a special visit from our home comfort expert Bruna.
Bruna has been a part of the Dr. HVAC family for over 2 years, and has spent every day with us devoting herself to what she loves: customer service with a smile.
What is a Home Comfort Specialist?
“As a comfort specialist, I give everyone all the information they need to make their best educated decision about what new home system to get,” Bruna explains. “I walk them through some questions to identify their needs. Do they have allergies, do they have pets, are there hot and cold spots in their home? Their answers tell me what they need, rather than me assuming what they need.”
“So many people have told me that they’ve called a home comfort expert, and they’ve come in, written down a brand, unit number and price on a piece of paper and left. This doesn’t help anyone!” Bruna explains. “I make my recommendations based on their answers to my questions, which tell me what they need.”
Bruna’s in-depth questions are followed up with measurements of the home and a thorough inspection of everything connected to installing a new furnace, air conditioner, or other type of home system. She then gives a thorough presentation of a customer’s options.
“I don’t push anyone,” Bruna says. “I’m just there to give them as much information as possible and answer any questions they have. It’s a big decision, and I never want any customer to feel rushed to make a decision, or ill-informed about the decision itself.”
How She Became Our Home Comfort Guru
“My whole life has been customer service focused,” Bruna says. She’s worked with people since she was 15 years old, and always wanted a job where she could help others get the best service possible.
“When I joined Dr. HVAC, I wanted a happy, positive environment where customers were treated fairly and respectfully: not a place that was only in it to overcharge people and make a quick buck,” Bruna explained. “I knew about Dr. HVAC’s exceptional customer service reputation, so I applied for a job opportunity that was available.”
Bruna hit the ground running from day one. “When I first started, I was filling in for everything! Phones, accounting, you name it.” But it soon became clear that Bruna was happiest when helping the customers who called. “Brendon saw how much I liked helping customers on the phone. I was asking them questions and explaining the best options, and he said I should get out in the field.”
A Home Comfort Specialist Spends A Lot of Time Learning
To be a home comfort specialist requires a lot of training, and a commitment to learning. When Bruna first took the job, she traveled to Arizona for a week-long home comfort specialist training program. “It was an amazing experience and I learned so much. I’m actually going to another training program in Minnesota later in 2018,” Bruna says.
In between special training programs, Bruna spends a lot of her time keeping up with the latest industry news by reading articles and watching videos. That’s on top of the regular ongoing training at Dr. HVAC that everyone participates in.
“I’m always doing manufacturing training, Dr. HVAC training, and we’re always talking shop,” Bruna explains. “I love learning, and I’m always looking to soak up any new information that could help me help others.
Customers Appreciate Bruna’s Helpfulness
Bruna takes Dr. HVAC’s customer-first policy and applies it to her own job each and every day. “I think, ‘if I was on the other side, what would I want the representative to do? Be upfront and honest,” Bruna explains. And that’s exactly what she does.
“I really look at the situation and focus on what they need and what I can do for them,” she says. “My priority is the happiness of the client.”
Bruna is often met with some customers experiencing stress and frustration because of a broken furnace or air conditioner, overwhelmed with choices to make but no information to make them with. But when Bruna leaves, customers feel happy, relieved, and better informed about their replacement options. “I want there to be no surprises on installations, which is why I go into such depth with my presentation and questions,” Bruna explains.
“When you do that, and people are happy, they thank you so much,” Bruna explains. “One woman had a carbon monoxide leak in her home that another company missed. We caught it, removed her furnace, and I helped her get a new one. She was so grateful and thankful, she asked if she could hug me.”
It’s not uncommon for people to be so appreciative of Bruna’s help that they invite her to stay for dinner, or give her small tokens of thanks. People are even being referred to her.
“We build such a relationship,” Bruna says happily. “I’ve always lived in and around the Peel region area, and the people that I meet are awesome. They’re so welcoming, I feel like I’m at home. And I’m so grateful that I get to be a part of it.”
CALL
BOOK