I absolutely think that it is important to have good customer service if you plan to have a small business and make it last. I always pride myself on making sure that the customer is happy at the end of every transaction. I do almost anything possible to make a customer happy, including offering a discount or additional services or equipment at no cost. I have several residential and commercial HVAC customers in the Orland Park Illinois area. I frequently spend multiple days each week in Orland Park working on residential and commercial HVAC repairs and installation jobs. A residential customer contacted our company because they saw the truck in the parking lot of another business. The residential customer wanted to make an appointment and get someone out there the same day to look at the HVAC issue. Unfortunately, I didn’t have anyone to go to the address that day because it was 3:00 p.m. I offered to schedule the service for the next morning. I also offered to give the customer the name of an emergency repair service that could help and was local in Orland park. The woman was very upset that I could not offer any assistance. I wasn’t very happy about the lack of technicians to take the job either, but I have to say no at some point or my guys would be working 24 hours a day. The lady called the office the next day and she complained about our lack of skilled technicians in the Orland Park area. I took down her complaint and told her to have a nice day.