He had been successful because he had opted to specialize in one area
Last year, I started working with a mentor. I had done due diligence to look for a perfect fit, a mentor who would teach me all about the air conditioning business and how to run a successful one. So far, I have learned a wealth of information from her. I remember the first lesson involved a broken-down air conditioner at an affluent home in the suburbs for a work order. How my mentor handled the irate customer from beginning to end was very impressive. When we got to the residence, we found a very irate customer. The complaint was that the air conditioner installation was barely three years and the system was starting to show signs of issues. The customer complained saying that we were the second team of a/c workers that he had called within the last three months. Both times, the a/c representatives called the same air conditioning company. He was talking to the customer as we handled the a/c repair. When we got back to the office, my mentor, who is also my boss, explained the first lesson, excellent customer service. Always be empathetic with the customer. Part of good customer service includes having a feasible a/c care plan customized to each client. If a customer is convinced to follow the a/c care guideline, then they can benefit from receiving quality a/c service from their old or even new air conditioning systems. He had been successful because he had opted to specialize in one area. My mentor was a specialist when it came to air conditioning maintenance as much as he also partly doubled up as an air conditioning supplier. Just as we seek to keep improving the air quality, so should I keep improving the business.