We believe that the most important contributing factor to the success of any commercial venture can be summed up in this following statement:
“There is only one
boss, the customer and he can fire everybody in the company,
from the chairman on down, simply by spending his money somewhere else.”
Sam Walton
The HVAC industry is a very competitive industry, competitive at every level, from manufacturing the products and parts through the actual consumption of those products by homes and businesses. While price, quality, and reliability, are all vital and important considerations of this business, the part ESD and its employees play resides mainly in the beneficial relationships we can provide to our customers.
Our job is not to just supply materials, equipment and parts, though we must do that the very best that is possible, but our job is to give support to our customer at every level, to make his job easier and where possible, more time efficient.
Therefore, we make the following pledge to our customers:
1) IN-STOCK GUARANTEE
All standard efficiency
residential units are guaranteed to be in-stock. Residential units are
categorized as 5-tons or smaller, single-phase, Coleman equipment.
Substitutions of equal or better product are allowed by paying only 50% of the
price difference of the matching equipment. If unit is asked for the
same-day and is not available, an answer of when the stock will be available
will be given. If this answer is greater than 2 days in the future and the
customer wants to wait for its arrival, a 10% discount will be applied to
that product (applies only to individual pieces of equipment, not the entire
order).
ESD knows how frustrating hassles and delays are waiting for equipment. We want you and your customer to be happy. If we don’t have the product locally we will get it for you full freight allowed. You get the product at a discount and we pay the freight.
2) FAST DELIVERY
Any equipment (motor bearing)
ordered by 9:30 A.M. will be delivered within a 25-mile radius
same-day, or next day (depending upon scheduling) free of charge. All
equipment (motor bearing) ordered by 3:30 p.m. for out of town shipments will be
loaded the same day.
ESD understands that tight work schedules can be met. Get those jobs that no one
else can do because it needs to be done immediately. Get your crews out early
the next morning instead of keeping them waiting for morning deliveries. Better
productivity, better customer service, better profitability for you.
3) D.O.A. UNITS
Even with today’s stringent
quality standards, a very small percentage of units will inevitably malfunction
through factory or installation error. Any residential product that is “dead on
arrival” will be immediately replaced. ESD will repair the unit for your use
the next time you need a unit of that description. Or, you can replace the
malfunctioning components and Coleman will pay the labor.
ESD understands how important it is to eliminate upset customers, embarrassing
start-up situations, and to get rid of lemons before they cause continual
service problems down the road.
4) NO QUESTIONS ASKED NEW AND UNUSED RETURN POLICY
Unlike other distribution, any residential purchase made from ESD will be accepted for return if it is still in new and unused condition, no questions asked.
ESD wants to help eliminate back-room obsolete inventories. If you order it and don’t need it, just return it, “no questions asked.” No hassle, just credit.
5) NEXT-DAY PARTS
Any residential system bought from ESD from the present date will be covered
under this plan. Any part needed for a unit less than one year old will be
shipped next-day air at no extra cost, directly to you if it is not in stock.
ESD understands that many of today’s HVAC companies rely heavily on the service
portion of their business. Better parts availability means better service and
minimizes customer downtime. Happier customers lead to more customers which lead
to a more successful business.
6) DAILY WARRANTY PROCESSING
Warranties will be processed within three-days of submittal via our new on-line warranty claim service.
ESD understands how important it is to not hold up your credit for sixty days while both distributor and manufacturer process it in some ancient credit system. They are playing with your money. The sooner it gets back into your pocket the better. Your credit will show in your account the next day and on your next statement.
7) QUALITY PERSONNEL
ESD strives to hire, train,
and retain the best staff in the industry. We want to have the friendliest most
helpful staff to assist our customers.
ESD will make every effort to insure you will have a better day! No surly
attitudes to confront you. A no cost benefit of doing business with us will be
a smile to greet you and an effort by us to make your visit a pleasant
experience, so, you can get on with your business without delay, and feel better
than you did before you called.
8) PERSONALIZED TRAINING
We have a list of already designed programs and can customize others to fit your
personal needs.
ESD will come to you or you can come to us. Either way we will personalize /
customize training to meet your specific needs. A well trained technician
reduces call backs; provides better service; and as a result contributes more
profit.