Whether you’re an experienced facilities manager, or the boss just handed you the responsibility of overseeing the building, here are six things to look for in your HVAC Service Contractor…

1. Experience & Training – “none of us are as smart as all of us”…no one person is expected to know everything on their own, but a good technician is able to find the answers.  It’s vital to have a contractor who’s company culture promotes communication, collaboration & sharing.
2. 2-Hour Response Time – if it’s “mission critical” to your organization, you’ll want a contractor that guarantees a 2-hour response window.  In this case the location of the contractor’s office isn’t as important as the location of its on-call technicians.
3. Maintenance Agreements – “take good care of your HVAC systems and they’ll take good care of you”…you’ll need a contractor that puts just as much emphasis on quality maintenance as they do on repairs.  With any mechanical equipment, repairs will be needed, but downtime and inconvenience are greatly minimized when a thorough maintenance program is put in place.
4. Labor Discounts – many times labor is the most costly part of repairs, so when repairs do become necessary it’s helpful to your budget when your contractor offers discounts on their labor.
5. Primary Technician Assignments – when it comes to your building few people know it better than you, but the next best thing is to have a contractor who generally sends the same technician each time you have an issue to be addressed.  That familiarity with you, your building, and your people can mean a lot when time is of the essence.
6. Relationships – building relationships is an important part of just being together on this planet…next to our families, many times work relationships are some of the most significant and meaningful in our lives. Walking/working through life together!

Remember, your contractors reflect on you & your judgement.  Choose a contractor that’s going to make you look good!!

If your business depends on having customers (what business doesn’t?) you want to keep the ones you have while continually prospecting for new ones.  Here are five keys to ensure that you’ll provide excellent customer service as you strive for success in your business, and your life in general (yes, these things also work at home, at church, just about anywhere)…

1. Show Appreciation!  You can’t say “thank you” too much, and people never get tired of hearing it.  Include some appreciation in every interaction with your customers.  Having and maintaining a grateful attitude helps a lot with this.  Don’t take anything for granted.  I once heard Rev. Keith Moore say this…”Expect nothing. Appreciate everything!”
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   EXAMPLE: “Bob, I want you to know how much we appreciate your business. You have lots of choices in contractors, and we’re glad you choose us.”
   

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2. Has anything changed?  One can not assume things are the same today as they were yesterday, a week ago, a year ago.  Things change.  People change.  Companies change their procedures and policies from time to time.  A simple inquiry goes a long way toward ensuring your visit goes smoothly.  It also helps eliminate potential embarrassment or headaches that could otherwise be avoided. You know what they say about the word “assume”.
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   EXAMPLE: “Has anything changed since the last time we visited your facility?  Previously we entered through the south entrance and signed in with the receptionist, is that procedure still in place?”

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3. How are we doing?  Feedback (both good & bad) should be encouraged and welcomed.  Sure you’re looking for that compliment, the positive comment, a pat on the back, but it’s also a great way to solicit things that may otherwise go unspoken.  There’s a rule that says, “most customers won’t complain, they’ll just decide to leave you.”  Is that what we want?  Certainly not.  Ask away!
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   EXAMPLE:  “We’ve been working for your company about a year now, please tell me how we’re performing.  Are we exceeding your expectations?”

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4. What can we do better?  Nobody is perfect.  There’s always something you can do just a little bit better.  It may take a little prodding on your part to dig it out of them, but there’s gotta be something.
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   EXAMPLE:  “Hey, I’ve gotta ask you…we’re always looking for ways to improve…if there’s just one thing we could do a little better for you, what might that be?”

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5. Who else can we help?  The first four are about them, this one is for you.  Everybody knows somebody that you don’t.  Ask for an introduction.  NOT a referral – that’s just a name and phone number.  A real introduction (even if by phone) means much more.
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   EXAMPLE:  “Bob, I can’t thank you enough for all the great feedback you’ve provided here today.  I don’t suppose you know someone else we might be able to help with our services?”
   

Today (9/28/2016) marks the 116th anniversary of James CRAFT & Son.  Dating way back to 1900 Faros Craft (great-grandfather of the company’s current owners) started in business for himself in the small town of York Haven, just up the road from our current location.  Read more about our history.

Did you know?  In the year 2000 we celebrated our centennial with a company photo…

What’s a project manager?  According to the dictionary “A project manager is the person responsible for leading a project from its inception to execution. This includes planning, execution and managing the people, resources and scope of the project.”

The project managers at James CRAFT & Son have a vast amount of experience and know-how to get our projects completed on time and within budget.  Juggling schedules, man-power, equipment deliveries, job site safety requirements, project profitability and many other responsibilities.  All this takes place each and every day to ensure that we deliver “Quality CRAFTsmanship In Every Job” each and every time…our valued customers deserve it, and they have come to expect it from us.

Our project mangers “Git R Done”!

JAMES CRAFT & SON ACCREDITATION APPROVED 18 CONSECUTIVE YEARS

YORK HAVEN, Pennsylvania (April 13, 2011) – James CRAFT & Son, Inc., has been awarded Accredited Quality Contractor (AQC) status by Associated Builders and Contractors (ABC) for 2011. According to ABC, an average of only three percent of the 15,000 eligible contractor members achieves this honor. James CRAFT & Son has maintained this accreditation for 18 consecutive years, since the AQC program’s inception in 1993.

The AQC program recognizes and honors construction firms that document their commitment to excellence in four key areas of corporate responsibility: safety, employee benefits, training, and community relations.

The ABC is a national trade association with 77 chapters representing 25,000 merit shop construction and construction-related firms with 2 million employees. More information can be found at www.abc.org or by contacting Mark Leibman, director of business development and partnerships, at (703) 812-2000 orThis email address is being protected from spambots. You need JavaScript enabled to view it.” ‘ + path + ‘\” + prefix + ‘:’ + addy61351 + ‘\’>’+addy_text61351+'<\/a>’; //–> .

Family-owned and operated for more than 100 years, James CRAFT & Son services businesses in Pennsylvania, Maryland, and West Virginia in the areas of HVAC, plumbing, electric, sheet metal fabrication, service, design/build, and custom fabrication. James CRAFT & Son, Inc. has locations in York Haven and Chambersburg, Pennsylvania. For more information, please visit www.jamesCRAFTson.com.