A Day of Service

We sat down with Building Automation Specialist Jaren Butler to get a behind-the-scenes look at a typical service call and his commitment to customer service.

What steps do you take to respond to a service call?

If I’m going on a preventative maintenance call, I’ll first review service contracts. Then I will call the customer the day before or morning of the service call to let know when I will be there.

If it’s an actual service call, I will speak with the Envelop Group team member who was heavily involved in the project. Then I will contact the customer and discuss the problem. I’ll try to remote into the system if possible to come up with different angles of attack.

What is the most vital step in a service call response?

The most vital part is to listen. Repeat the problem back to the customer, and let them know you understand. I let them know I’ll take care of the issue as quickly as possible, but I’m also committed to getting it resolved right.

You are meeting with clients when they have an issue and are stressed. How do you diffuse tensions and manage their stress?

You have to let the customer know that you have heard them and recognize how significant, how serious their problem is. Reassure them that at Envelop Group we all work as a team. I get to lean on years and years of experience within my team, and we will find a solution as we work together.