The call came in just before six

A customer contacted the Phoenix HVAC repair business and I was the person routing calls at the time.

  • The customer told me that she was having trouble with the HVAC unit in her home.

Her residence was only a few minutes away from the business, but it was technically 6 and I was supposed to charge her and after our service fee. Since the call technically came in before 6, I told the customer that I would send an HVAC repair technician to her Phoenix neighborhood to help. My boss saw the bill for the repair the next day and he wanted to know why I did not charge the customer before and after our service. I told my boss the story about the time and the fact that she technically contacted the business before 6 pm. My boss acted like I was trying to steal from the company. He asked me if I knew the person and he wanted to know if I gave out any other discounts since I have been working at the Phoenix HVAC service provider. I was honestly shocked and a little surprised by the guy’s behavior. The customer had nothing but good things to say about the service and we earned a new customer that will absolutely call us back when they have problems with the heating and cooling system. Even after the full explanation, my boss still acted crappy about the $75 after hour service fee. I think I made the right call, even if I got some flack from the boss. That customer will definitely call us again.


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