Our home air-conditioning broke down last Tuesday during the historic heat wave which hit Sydney with temperatures up to 42 degrees on the Saturday.

Naturally we needed to get in touch with the air conditioning people, but who were they? Fortunately my wife keeps great home accounting records and found the company even though it was six years since we had last been in touch.

They told us that sad news that our unit was terminal and a new unit to power our air con is about $7000.

We had previously been happy with their service, so why hadn’t they kept in touch. They knew the existing unit was old and easily could have proposed a replacement, but we only found them because of good record keeping, not by them, but by their customer.

The best PR is good customer service

We will get them (now we have found them) to give us a detailed quote, but we needed another air con company to give us a competitive quote and a friend mentioned that they were very happy with their people and offered to send us the contact details.

Unfortunately he can’t remember the name and can’t find the invoice, so they won’t be included, which raises the question, why didn’t they keep in touch.

The database of happy satisfied clients has to be a gold mine for tradesmen and domestic suppliers, but I can never remember ever receiving an e-newsletter, or even a letter suggesting that service was due, or offering an upgrade, or whatever.

I raised the question with our friendly plumber recently and he shrugged off my question, with a ‘we’re doing alright mate. Got too much work on, so we don’t need anymore’.

What has been your experience with these types of suppliers? Have you come across any who have embraced the concept of Customer Relationship Management?

     Dennis Rutzou