pugh-heating-225w

In just 30 days on the To Your Success system, Pugh Heating & Air Conditioning picked up 175 survey reviews, and over 10 new reviews on Google.

WHO IS PUGH HEATING & AIR CONDITIONING

Located in Holland, OH, Pugh (“pyoo”) Heating & Air Conditioning has provided award-winning HVAC service to the Toledo suburbs for close to 80 years. Company president Dave Overfield leads the charge for this steadily growing contracting business of 19 service trucks and over 30 employees.

Struggling with customer follow-up, Pugh joined the To Your Success family in 2016. Pugh needed help with customer feedback and retention and was looking for a reliable process that wouldn’t bog down team members in the office or field.

They also wanted a platform with immediate notification of customer dissatisfaction, plus a way to break open their Google reviews after being stuck at just 3 all-time.

3,300+ Responses
68x Google Reviews

WHY THEY WANTED BETTER CUSTOMER FOLLOW-UP

With a motto like, “There just wouldn’t be a Pugh without you”, it’s no surprise that Pugh was on the hunt for a customer relationship program. They value relationships. They also recognize the business benefit of customer loyalty in the home services industry. (For most contractors, at least 60% of business comes through repeat customers.1)

Nurturing customers is what cultivates loyalty. That loyalty then drives repeat and referral business up, and defection to competitors down.

“I wanted a way to listen and immediately respond to customers. To Your Success is a good way to say ‘thank you’ and help me know how we’re doing.”

Dave Overfield, President
PUGH HEATING & AIR CONDITIONING

IMMEDIATE TURNAROUND

In the heat of summer 2016, Pugh joined To Your Success. They connected to the To Your Success system via Coolfront Mobile–their software provider and an integration partner with To Your Success. This provided full, ongoing automation for Dave and team.

In the first 30 days, Pugh gained 175 customer reviews via surveys, and began receiving consistent Google reviews for the first time as well.

Fast-forward 20 months and Pugh has gained over 3,300 survey reviews and over 200 new reviews on Google, through the To Your Success platform. In their market, no other contractor comes anywhere close to their number of online reviews.

Pugh is also now the number one organic search result on Google, for key search terms in their market.

WHERE IT COUNTS MOST

Most important of all, Pugh has better customer follow-up and stronger customer relationships. They now have a reliable, consistent mechanism for listening and responding to customers.

Says Dave Overfield, “All our service techs get the negative feedback alerts. It holds them accountable, knowing we’re watching. We also use the employee analytics and printable posters to praise our team.”

“When there’s a negative, I personally respond. Things that were just misunderstandings, I’ve been able to take care of immediately. It’s helped out dramatically, being able to respond.”

Dave Overfield, President
PUGH HEATING & AIR CONDITIONING

1To Your Success proprietary research – 100,000 home services consumers from 2000-2017

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