I’ve talked about this subject before….that there is some confusion about what certification really is and really means to consumers, people who have decided that they want to learn how to repair air conditioning systems, and even among those that are already in the business. One area of confusion that is most common among those who are wanting to get into the business is the EPA-required refrigerant handling certification.
In a nutshell, this certification is broken down into one of three categories:
1. Type I Technician: One who works on small appliances such as refrigerators, freezers and room air conditioners….any equipment that the EPA catgorizes as “Hermetically sealed in a factory, and having a refrigerant charge of less than 5 lbs”.
2. Type II Technician: One who works on high-pressure refrigeration systems that contain more than 5 lbs of refrigerant, such as residential and some commercial HVACR systems that use common refrigerant such as R-22, R-410A, and others in the high pressure category.
3. Type III Technician: One who works on low-pressure equipment such as a chiller that normally operates with a high pressure of approximately 10 PSIG and a low pressure that is in a vacuum.
When somebody pursues the certifications described above, and the complete the three sections of the test (25 questions each) that pertain to each type of certification, along with a core section of the test (another 25 questions, meaning the total is now 100 multiple-choice questions), and they get a passing grade on each section of the test, they are determined to be a “Universal Certified” technician since they are certified to work on all of the types of equipment listed above.
OK, with all that said, the question of ‘how do I go about taking the test’ is the next issue of confusion.
The bottom line on this issue is that many schools, colleges, an independent testing providers have designed and submitted an exam they developed to the EPA and had it approved. Then, that allows a school or college to administer (actually proctor the exam since the rules say that it has to be a closed-book exam) to anyone they choose to….students enrolled in their HVACR training program, for example, although, some may offer it to an ‘outsider’ who isn’t actually enrolled in their full-blown training program.
In the case of independent testing providers who have had their exams approved, many refrigeration supply houses and equipment distributors have someone on their staff registered to be a proctor, which means that a local proctor can administer the exam, then send it in to the testing provider to have it graded.
The next question, of course, is ‘how much does it cost to take the test?’ and the answer is, it depends.
In almost any case, the school college, or refrigeration supply house will offer, along with the certification testing fee, some kind of preparation for the exam….the fact is, nobody, even if they have been in the refrigeration business for decades, can pass the exam without preparation since the certification itself really says nothing about a person’s comptency in troubleshooting, evaluating and repairing refrigeration systems. It’s about safey, rules & regulations, fines, dates that rules went into effect, why they went into effect, etc…along with a very basic understanding of the components of a refrigeration system and what the state of the refrigerant is as it enters and exits those basic components.
So, it could be that the school or college offers a workshop, class or seminar prior to the testing. In the case of the independent testing providers, a manual may (or certainly should) be available for self study. What that boils down to if you’re going the wholesaler route to EPA certification is that you have to first contact a company to find out if they offer the certification testing, find out and purchase whatever manual you’ll be able to get from them in order to prepare for the exam, then set a date to show up and be proctored while you sit for the exam.
Another element to this EPA certification process is that you could go through a trade association that offers the preparation and testing, such as RSES or ACCA. Whatever route you take, the overall procedure is as described above…..study for and take the exam, and when you pass any section along with the core section of the exam, you’re be certified in refrigerant handling for that type (or all types) of equipment.
Learn from yesterday…..Live for today……Look forward to tomorrow
Technicians may not realilze it, but the concept of inductive and deductive reasoning is part of our job when we’re working with customers. The difference between the two types of reasoning is simply this:
Deductive reasoning, in its simplest form, is defined as the process of applying certain given premises or experiences to a definite conclusion. An example of this could be a child’s first encounter with a billiard ball that is blue with a number inside a circle. If that’s the only billiard ball the child has ever seen, then he or she could make the assumption that all billiard balls are blue with a number inside the circle. Of course, those of us who have seen a complete pool table know that all the balls are not the same color and employ the same numbering style, so we would not ‘deduce’ that all billiard balls are the same, but, you get my point. Without experience and exposure to information, deductive reasoning can allow someone to arrive at an incorrect conclusion.
Inductive reasoning, on the other hand, allows for the possibility that the conclusion can be false, even if the premises all appear to be true.
How does this apply to our job and dealing with customers? Well, even though technicians have a good understanding of the difference between inductive and deductive reasoning, it’s possible for them to be influenced by a given number of instances (premises) that they may enounter on a given day, along with exposure to information from others that isn’t necessarily correct. And, these experiences and false information causes people to lean toward deductive reasoning even though they know intellectually that inductive reasoning should be applied.
“People only care about getting the lowest possible price for a repair,” for example, is false deductive reasoning….reasoning that comes about and creeps into a technician’s belief system because they encounter people who, do, in fact, want nothing more than the lowest price they can get, and then if they hear it enough times from other technicians at the supply house, intellect and common sense (which is really the foundation of inductive reasoning) starts to fade.
Of course, we can’t draw the conclusion that all customers want nothing but a low price just because there are some out there that fit that description. It just doesn’t make sense. But, like I said, a few experiences in a row piled on with false information from peers, can cause anyone to lean toward a false conclusion if they don’t stop and consciously think about it.
You can apply this concept to anything we encounter in life……like traffic fines, for example.
Often, people are of the opinion that all traffic fines are about nothing but revenue (especially after they’re just been busted for speeding), and have nothing to do with public safety. Well, that’s deductive reasoning at work there. While it’s likely true that some traffic fine situations are essentially about revenue rather than public safety, inductive reasoning allows us to understand that an idiot could be doing 100 MPH in a 35-mile zone, and in that case, of course, it would be about public saftey rather than just revenue, so not all traffic fines are levied just to pay for the operation of vehicles, salaries for law-enforcement officers, etc….but of course inductive reasoning also allows us to understand that some of them are levied because every agency has bills to pay.
If you have some suggestions on other areas in which deductive reasoning sends people down the wrong path of thinking, let me know, and we can add your comments to this post.
Learn from yesterday….Live for today…..Look forward to tomorrow
It’s clear to me that in this day and age, the question “can I get a better price” is pretty much automatic in people’s minds when they get to the bottom line of a buying decision and see their number for the first time. And, you can’t blame them for that. After all, in the web world, shopping on-line means that the number is going to be a certain percentage off of ‘retail’ 99.9999% of the time….it’s not just a pleasant surprise anymore, it’s expected. The advent of outlet malls, along with the evolution of our large, chain, brick-and-mortar stores have also contributed to this automatic mind switch flip the very second that the number is presented. Big box stores move seamlessly from one sale to the next, to the next, to the next, no matter what the season, which holiday is at hand, which event (the Olympics, for example) is in the news, etc….etc….etc…and, c’mon….nobody walks into an automotive dealership, looks at the sticker price, and says, “OK, that’ll do. Let’s get the paperwork done so I can drive this one out of here”, (unless it’s one of those specialty cars that are scarce and will wind up being collectible).
So, here we are, HVACR technicians providing a customer with a repair price estimate after we’ve made our diagnosis, and….wait for it…..the question is asked. Perhaps in a polite manner, or, perhaps from what feels to us at the moment to be an almost combative approach on the customer’s part, but it’s there.
“Can I get a better price?”
“Is that the best you can do?”
“Can I get a discount?”
“What! Are you kidding? That can’t be right!”
“Holy Toledo! You people don’t need a gun!”
What we, as technicians, need to understand about this situation is that the customer is comparing an apple to an orange. They are conditioned by the factors and types of businesses mentioned above that the way the world works on pricing is that the ‘real’ price isn’t the first one presented. To them, it’s just a number to get things started. Their thinking is that nobody really pays retail anymore.
And, when we find ourselves dealing with this kind of situiation, we need to remember two things:
1. Hiding behind the “….well, yeah, I know it’s outrageous, but that’s the price my boss makes me charge….” schtick is just flat-out ugly and wrong.
2. There are only two reasons that somebody thinks a price is too high. Either they don’t have that much money, or they don’t believe that the product or service they’re in the process of purchasing is worth the price established for it. (You’ll notice that I didn’t say ‘asking price’. That’s because as service professionals, we’re not ‘asking’ to collect a certain amount of money for what we provide, we’re advising the customer about the price of the particular service they need and/or want.)
From a practical standpoint, there’s nothing that can be done if the reason is that they money just isn’t there…not in cash, not in a checking account, not in the form of an open-to-buy amount on a credit card, not able to borrow it from somebody…..nowhere. If that happens to be the case, you’re done. If it isn’t there, it isn’t there. The only thing you can do in this situation is collect your service call and diagnostic fee, advise your customer that you’ll be happy to follow up on the necessary repair if their circumstances should change, and move on to your next customer.
However, if the the second reason is what’s behind their “that’s-too-much” issue, then your job as a technical professional is to guide your customer to an understanding that your service is, in fact, worth the established price.
Learn from yesterday…..Live for today…..Look forward to tomorrow
There are realities in everything. And when it comes to learning the HVACR craft and being in the HVACR business, one of the realities that needs to be understood is the relationship between going to school and working in the field. And, these realties need to be understood from two viewpoints; that of the student, and of the employer who hires graduates.
The absolute, #1 hot-button issue for contractors and training program graduates is the rate of pay a new hire can expect, so, for those who are either in an HVAC training program or considering going to school, I’m going to tell it like it is in regard to the issue of wages….what a person can expect to earn on their first job.
To put it simply: Yes, there are HVACR technicians who earn what we often refer to in the United States as “Journeyman” wages.
This term, which describes a person with some experience in a given craft, originated in Europe, and referred specifically to an individual who was in the process of becoming a “Master”. The idea was that in order to become a master craftsman, the journeyman would have to wander from one town to another in order to gain experience in different workshops related to his craft. The tradition is still in place today in some parts of Germany related to the carpentry trade.
The point here is that the Journeyman didn’t reach Master status until he had wandered from place to place for a given amount of time and gained the experience that can only be gained by wandering around the countryside, connecting with different masters, all of whom had different experiences, points-of-view, and information to pass on during the time the person learning the craft spent with them. All these varied experiences with different masters, when combined over time, allowed the Journeyman to hone his skills and become proficient….meaning that, in the end, he would able to accomplish the tasks related to his craft without error, and the end product that he produced would be of a high quality, serving its purpose for many years to come.
In the HVACR industry, it’s the same process. In order to reach the level at which a journeyman level technician provides value to an employer that warrants the top level of wages earned, it takes time, and it means having varied experiences with different makes and models of equipment, and different situations, and different applications in different buildings, and different objectives being accomplished with different types of refrigeration systems, etc, etc, etc….
And to again put it simply: the wide variety of necessary stuff that no school or training program, no matter how complete it is, can accomplish.
Which means, that as an aspiring HVACR technician, it’s your responsibility to find out what the “realities” are about the wages you can expect to earn as an entry-level technician. And, the only way you are going to get a complete picture of that reality is to invest the necessary time and effort it takes to contact a significant number of employers….kind of like ‘wandering’ and getting many different points-of-view…. before you commit to a training program.
Is this going to be nothing but easy for you to do? No, it won’t.
Will you likely to get some bad information from some people? Yes you will.
But, in the same way in which it takes persistence to become proficient in a craft, it takes persistence in order to make good decisions about your career. So, don’t give up on getting information if somebody says they’re too busy to talk to you, and don’t let one person’s opinion be the one factor that affects your decision to get into the HVACR industry. Talk to many different employers. Find out how to get in touch with your nearby chapter of RSES (Refrigeration Service Engineers Society at www.rses.org) so you can attend a meeting as a guest and ask questions. Do whatever you need to do until you’re satisfied that you have all the information you need in order to make an informed decision.
More on this issue in Part Two….
Learn from yesterday….Live for today….Look forward to tomorrow
Every year, a major publication in the HVACR industry conducts a contest to find the best service contractor in a variety of categories, ranging from small, to medium, to large size companies. And every year, when the winner, along with a runner-up and others that receive honorable mention, is announced, the individual profile of each company is detailed. As you would expect, reading those profiles lists a wide range of reasons why each of these HVACR employer excel in their category, yet no two contractors are exactly alike in these descriptions that detail the variety creative ideas each of them have to make their company successful. However, there is one common thread that ties all of these quality contractors together each and every year in this contest….they all have a consistent and proactive in-house training program.
Do HVACR technicians want (and need) a living wage? Of course they do.
Do HVACR technicians feel good about the fact that the company they work for offers benefits such as health insurance, paid vacations and holiday pay in addition to the aforementioned living wage? Of course they do.
Do HVACR technicians absolutely love the idea that they work for a company that gives them an opportunity to learn, grow and develop as a professional in their chosen craft? Of course they do.
The point of the three questions above, and the exact same answer for each of them, is that all of these three elements are part and parcel of hiring and retaining someone, and getting the best performance from them that they are capable of achieving. If an employer concentrates only on the first two, thinking that they’re going above and beyond and ‘treating their employees well’, they often wind up shaking their heads when a technician informs them that they are leaving for a job with another company.
I’ve heard it expressed this way…..”He left me for a lousy 25-cents and hour.”
No he didn’t. He left because an hourly wage, vacation time, and paid holidays are only two parts of the complete three-part package.
One way to look at this is an understanding that there is a difference between an leader and a manager. A leader is someone who does all the necessary things that need to be done in order to bring out the best in people. A manager is someone who protects the company assets by keeping a close watch on incoming revenue and outgoing expenses to ensure that a business is profitable. Of course, part of our responsibility as an employer is to manage. It’s also our responsibility to lead.
An effective in-house training program that offers regularly scheduled sessions on any subject pertinent to a technician’s development (technical, soft skills, self-management skills, etc..) ‘on the clock’ is a key element to leadership. No doubt this takes time, requires a lot of work, and requires a financial investment.
But it’s always worth it.
Until next week…..
Learn from yesterday….Live for today….Look forward to tomorrow
In the “HVACR Realities Part One” segment, my discussion was directed toward the student/graduate/entry-level-technician and was focused on the idea of wages and earnings. In this segment, I’ll pick up where I left off with some more realities for the person who is considering HVACR as a profession.
Reality: If you are somebody who thrives on the idea/feeling that you’re not absolutely sure of what’s coming up next and what you’ll have to do to solve that situation/succeed, then the HVACR profession, from the perspective of troubleshooting and repairing equipment, is a fit for you. If the ‘fear’ of this perspective is crippling for you rather than being the juice that motivates you to keep on doing your job, then you may be better off in another craft altogether, or you should look closely at the industry and find an element (maybe even a niche) that is more structured and doesn’t require in-the-field problem solving.
Reality: If you’re not a people person who understands the necessity for effective personal interaction with the people (customers) you are providing a service for, the HVACR field, at least from the perspective of being a service technician, isn’t for you.
Reality: On any given day, as an HVACR technician, you will meet people who will be absolutely amazed at your level of understanding and skills because they are clueless about what you do, and they won’t hesitate to tell you how much they appreciate you….sometimes to the point where you will feel uneasy about the praise you’re receiving from them until you remember just how good you are at what you do, how much effort and dedication it took to get there, and are again reminded about the “it ain’t bragging if it’s true” philosophy of life, and that you have earned that appreciation. You will also meet people who, because they are really not happy with who they are (or aren’t), will look down their nose at you and treat you like a Noble in ancient Rome treated serfs and slaves. When you meet someone of the latter, do your job, leave them behind both physically and psychologically, and think about all the people you have met that are of the former.
Reality: Unless and until you wind up in one of the areas of the HVACR industry that is related to design or something similar, you’ll get dirty doing this job.
Reality: Being an HVACR service technician can be dangerous if you’re not adhering to safety procedures and using common sense.
Reality: If you’re not willing to, when necessary, invest your own time (and yes, sometimes even your own money), in your never-ending quest to learn more about the ever-changing and evovling craft you’ve chosen, then I suggest you move on to a different job. The fact of the matter is, if you’re not constantly pursuing excellence and knowledge in the HVACR craft, you’re not going to be happy in it, and that will show in your work.
Reality: There will be times when you have to lift heavy things.
Reality: There will also be times when you will be hot, tired, thirsty, stiff and sore, frightened, second-guessing your decision to get into this business in the first place, and exasperated, as well as excited, grateful, and happy about the kind of work you do. If there comes a time in your career that the excitement, gratitude and happiness isn’t there anymore, then do yourself and everyone else in your personal and professional life a favor and find something else to do.
Learn from yesterday…Live for today…Look forward to tomorrow.
If you are a product of the American education system, you are likely sure that Thomas Edison “invented” the light bulb. The fact is, though, that’s not entirely the truth, the whole truth, and nothing but the truth. Don’t get me wrong… I’m not trying to take anything away from Edison. He was, no doubt, a genius in his own right, and he was also a very successful business man. And the reason he accomplished all that was because of his ability to do two things: Think differently, and be persistent….two qualities that are worthy of admiration.
But…”invent” in the strictest sense of the word isn’t what happened regarding Edison and the light bulb.
Most people don’t know about Sir Joseph Swan, a British scientist who demonstrated the operation of the first light bulb in December of 1878. He is actually credited with “inventing” the incandescent light bulb before what is described as Thomas Edison’s “independent invention” of the the same product. The bottom line on Edison is that he contributed immensly to the process of getting the world electrified and ushering in the industrial revolution because he worked tirelessly to improve upon Swan’s original invention… which allowed his home in England to be the first in the world to have light via an electric light bulb, though not as practically as it wound up to be after Edison got involved.
The lesson here is a simple one. Like the title of this post says: You don’t need to re-invent the wheel. In your everyday dealings in your job or your business there are “inventions” that somebody came up with before you came on the scene, and, the fact of the matter is, these systems, processes, or whatever they are, often remain in place because “…that’s the way it was set up” or “…that’s how it’s always been done, and it seems to work OK”.
Edison didn’t accept that status quo approach that can easily become so common. He had the ability to see things differently, and once he decided on what he needed to do, he stuck with it. And he succeeded. And, if you think you may not posess the ability to do Edison-like things in your career, consider this other little-known fact about him.
Very early in his formal education experience, he was sent home with a note from his teacher. It said, “This child is addled and cannot learn.”
Learn from yesterday….Live for today….Look foward to tomorrow.
“We are not in the HVACR Business. We are in the people business. We happen to deal with comfort issues. And our bottom line and growth is dependent upon how we treat people, and that we always do the right things by, and for them. ”
I ran across the above information within an article in a trade magazine on the subject of growing an HVACR business. I think it’s safe to say that all of us who either are or have been in the position of a “one-man operation” (I know….I know….the correct way to say that would be “one-person operation”, but I’m just using a term that was coined decades ago and is still in common use today) have considered the idea of growing our business beyond a one-truck, one-cell-phone…..or somebody-takes-the-calls-at-home entity. And, there are a lot of nuts and bolts things to deal with if you make that leap.
Growing from one to two technicians is actually a giant leap forward…after all, you’re doubling your service staff…and you may be taking into consideration payroll, OHSHA, etc…issues for the first time with that leap if you are, as we say “living out of the till” rather than having set up payroll etc…for yourself. And, if you find yourself, after growing slowly to a certain point after that initial doubling, then marking your growth with revenue milestones, it brings on a long list of things that you need to deal with in order to continue to grow.
For example, once you reach that milestone of doing $1 million annually, and you decide to go further, you’ll find that with each revenue goal you set and then reach….say, for example approximately every $3 or $4 million….you’ll discover a whole new set of issues you have to manage, a new group of people you must lead, a new set of systems that need to be implemented….etc….etc….etc….., and the list goes on.
But, no matter what issues, groups or systems you encounter, handling these things pales in comparison to remembering:
“We are not in the HVACR business. We are in the people business. We happen to deal with comfort issues. And our bottom line and growth is dependent upon how we treat people (I’ll interject here…when I say “people” I mean both the customers that your company provides a product or service for, and the company associates you bring on board to accomplish the process of providing that product or service) and that we always do the right things by, and for them.”
Learn from yesterday….Live for today….Look forward to tomorrow.
At some point it seems as though it happens to all of us….we’re dealing with somebody; perhaps it’s a customer, or perhaps we are the customer, and, all of a sudden, the other party seems totally unreasonable for no good reason at all. And, being human, we pretty much set this odd behavior aside and, for a while at least, keep on keepin’ on along the same path we started on, because, after all, what’s going on just doesn’t make any sense. I sometimes refer to this as “banging your head up against a brick wall”, which isn’t a very smart thing to do, but, like I said, we are all human.
Here’s an example. Let’s say that you are in a B to B situation and you have a wonderful product to sell that will absolutely result in a higher profit margin for your customer. So, you pitch along that line because, first of all, it’s the truth, and second, the numbers are difinitive and easy to understand. And, after presenting to your customer, you don’t get a positive reaction. Maybe it’s just indifference, or maybe even a negative reaction. Whatever it is, it isn’t what you expected.
And, you don’t get it. It just doesn’t make sense. There’s just no intelligent reason to say no to your proposal. All the facts are there, and it should almost be able to sell itself. But the response isn’t a “yes” this sounds like a good idea. So, you ‘keep on keepin’ on’ and ‘banging your head against a brick wall’…for a while. And then it hits you. This person must have a different agenda than the one I’m explaining and making perfectly clear to them. What could that agenda be?
Well, Seth Godin a well-known Internet entrepreneur, recently wrote about this subject from the perspective of selling a product to a business, and the person disseminating the information, and who will be making the decision, is a non-owner. Godin’s take on this is something he refers to as “A Hierarchy of Business To Businees Needs…kind of along the line of the familiar Maslow’s Hierachy of Needs that simply and directly explain a lot about human behavior. Note the illustration below….
As this illustration shows, from Maslow’s perspective, if the needs at the bottom of the pyramid are not taken care of, then an individual cannot (and will not) focus on the next level of needs and achieve the wonderful things at the top of the pyramid that make a person, well, a really good person to be around.
In Godin’s opinion, the heirachy of needs for the non-owner we mentioned above in a B to B situation are as follows:
First and foremost, avoiding risk…then, avoiding hassle…and then, gaining praise…and then, gaining power….and then, having fun….and, finally….making a profit.
So, there you are, hammering away at “making a profit” and all the time, what’s going through the non-owner’s head is “…what if there is some risk here that I can’t see, and something goes wrong, and I get in trouble, and I lose my job, and then I can’t make my house payment, and I lose my car, and then I can’t pay my kid’s expenses to go to college, etc….etc….etc…
And, until you figure this out and guide and explain things to your customer so they can get through the first 5 things that are more important to them than the one thing you’re focusing on, you might as well be banging your head up against a brick wall for all the good it’s doing you to explain the one thing that actually makes sense in this situation.
So, it does us all good to remember….if we’re dealing with somebody, or some company, or some institution, and what they’re saying or doing seems to be simply unreasonable, or out of the realm of common sense, or even ludicrous, or maybe even downright stupid, it’s a good bet that you haven’t yet figured out what the real agenda is in regard to the situation at hand.
Learn from yesterday….Live for today….Look forward to tomorrow
We spend a good deal of time “on the road” and that means that sometimes, whether it’s healthy eating or not, it’s often easier after a day of travel to order delivery to our room. And, as you would expect, this generally works out OK…the food is usually of a good quality, delivered warm if it’s supposed to be warm, and we’re able to relax and have dinner without having to go out to a restaurant. But, I learned something the last time we ordered delivery from a Pizza Hut in Scottsdale, Arizona…pizza delivery has gone high tech at this restaurant and is accomplished with precision, resulting in customer service of the highest order. Here’s how it went…..
When I dialed the number, the first question I was asked after the greeting “Thank you for calling Pizza Hut”, at… (their address, which I confess I don’t remember)… was “Will this order be delivery or pick up?”
“Delivery,” I answered, which led to the next question; I was asked for my phone number.
I explained that I was calling from my cell phone, and once I gave the number, I was asked a question that surprised me. “Is this Jim?”
I stumbled a bit, but answered yes, and then I was asked if I was still at a certain address. (As it turns out it was the last place we stayed in the area, but this time we were staying at a different location this time around nearby, and since I wasn’t certain of the actual address, I just told them the name of the place.) “OK, and which room are you in?”
I gave the room number, and then was surprised again when I was asked, “Would you like to repeat your order of a large pepperoni and mushroom pan crust pizza?”
“Ummm…” (that’s me stumbling again), “well, yes, that’s what I would like to order.”
But, wait, this story gets even better.
Once my phone order was completed and I answered the question regarding payment that it would be a cash transaction, the person taking care of me thanked me for my order, and then said, “Your order will arrive by 7:58 PM.”
Now I was really intrigued. “No kidding, 7:58 PM you say? What time is it now?”
“It’s 7:18 PM,” she answered.
Well, I’ve placed a lot of delivery food orders in my time, and I’ve often been told that I can expect arrival “between 30 and 40 minutes”, or “within the hour”, but this was the first time anybody told me that the absolute latest my delivery would arrive would be specific time. I couldn’t wait to see how this was going to turn out.
When it got close to the deadline time, I checked my phone rather than my watch because, after all, no matter where you are, even if you travel through time zones, your phone is accurate. I noted the time….7:56 PM. And, believe it not, when shortly thereafter there was a knock at my door and I checked my phone as I got up to answer it, it was, yes, 7:58 PM.
The smiling person who was holding the insulated bag containing my dinner in one hand, greeted me enthusiastically and handed me napkins and seasoning packets with the other, then confirmed the dollar amount of my order. I handed him the cash, which included his tip. He slipped my pizza out of the bag and handed it to me, said “Thank you sir,” bid me goodbye, and that, as they say, was all there was ’cause there wasn’t any more.
To review…..I called a Pizza Hut that I didn’t even remember that I had called before when I was staying in that particular area about six months earlier, but they remembered me. Not only that, they knew what my preference for pizza was, and even though I wasn’t sure at the moment exactly what I wanted to order, they made it easy for me to place my order. And, then, to top it all off, they gave me an exact delivery time, then hit it, and the person who did the delivery was as precise and friendly and helpful as the person who took my order over the phone. And, my pizza was done right.
Which brings me to a simple question….the next time I’m in that neck of the woods and Jonesin’ for a pizza, why would I even think of calling somebody else?
Until next week…..
Learn from yesterday…Live for today…Look forward to tomorrow.