Top Rated Local® is pleased to announce that CM Heating is a 2018 award winner!
With almost 1,000 reviews from our verified review sites and an impressive 98.68 Rating Score™, CM Heating is not only one of the top 100 companies in Washington, but one of the top three HVAC companies in the state. This is just one of their reviews that we find truly exemplifies what makes CM Heating so awesome:
“CM Heating is a company that still understands how to provide a great customer experience. Everyone I’ve dealt with, from my initial contact through installation, has been very knowledgeable and a pleasure to work with. Add to that the quality of the products and installation provided, and you can’t beat them” -Michael L.
Not Your Average HVAC Company
We spoke with co-owner and general manager, John Giacomi, about his business’ tremendous online reputation and overall success. When we asked why he does what he does and what makes CM Heating different, he shared with us the following story:
“My partner, James Garner’s father, Paul was the founder. [He] passed away unexpectedly [a few] years ago. James was put into a situation where he had been focusing his life on education reform and non-profit sector activities. Really big picture trying to make the world a better place. But, he was thrust into a situation where he had his mother to support. He had a group of guys working for his father’s company to support. He basically took on the company with no formal business experience. But, he’s one of the smartest guys I’ve ever met.
So [James] goes, ‘Well, I know what the typical contractor experience is like. Most customers are hesitant to hire people because they don’t know if they are getting a good deal. They don’t know if they’re going to be happy with the product. They don’t know if they are getting scammed.’ Quite frankly, most contractors, [are a little] gruff looking, not super customer service-oriented people who come to your door and don’t focus on the niceties that customer service companies who excel do.
James said, ‘Okay, we’re going to change the way that we do things here.’ He sort of took the company on as a social experiment. In doing that there was a pretty substantial change in the way the company operated. He then hired on people from a traditional business background, like myself and some of the other key players here.”
We really ended up focusing on an unbeatable [experience] for both our customers and our coworkers.”
Building Success Through Unmatched Service
As for his advice to any other business that wants to impress their customers and build up an excellent online reputation, John said, “It starts with customer service. Like anything else, a customer has to hear something a number of times, and you have to make the process as easy as possible for them to remember you. We have an RP program that has an automatic reminder service built into it that has been great at gaining reviews from our customers. But realistically, it starts at the service point. If you don’t blow somebody away with your customer service, no matter what you throw their way, they’re not going to be inclined to leave a review.”
Congratulations to the team at CM Heating for being a 2018 Top Rated Local award winner!
