Anyone who experienced it will not be surprised to hear that the summer of 2016 was the hottest since 2005, even though old guys like me have trouble remembering back that far.
Constant demand over a sustained period of time tends to expose any weaknesses within a company’s processes. In our case, over the past couple of years we had adopted some new processes that worked well during periods of slow demand but failed us when the heat came.
These processes made it too slow for us to respond and were too inflexible to enable staff to make adjustments on the fly.
So, to those of you who experienced the weaknesses in our processes, I offer my sincere apologies.
The good news is that we now have a clear understanding of the issues that impair our ability to deliver great customer care and are committed to fixing these issues and being ready to go before the heating rush comes with the colder weather this fall. I’m pleased to let you know that Michael Grochmal has taken over direct responsibility for the Customer Care department and will personally handle any specific concerns.
I wanted to personally thank you again for your patience over the past few months.
Sincerely,
Roger Grochmal
Chairman
AtlasCare Heating + Cooling
