Delivering Exceptional Comfort Solutions

Comfort is a personalized feeling that is best defined by the client. It is the responsibility of Crawford Services team members to explore the meaning of comfort with each of our clients and then design, install and service a comfort solution resulting in an exceptional experience for our clients.

Each of these 4 words has a specific meaning to the Crawford Services desired business model.

Delivering – Communicating a timely and detailed response in a manner desirable to the client that  sets forth a level of accountability that accomplishes the agreed upon comfort solution.

Exceptional – Above average, a “WOW” factor that is “Best in Class” in the industry. We desire for our clients to have a positive experience with our product recommendations, our method and style of communication, our response time to a client’s comfort needs, our solution scheduling , our execution of the comfort solution, our ease of payment, our documentation, our warranty set up, and finally, our timely follow up on future servicing.

Comfort – The peace of mind achieved by clients when the temperature and indoor air quality in their living environment conditions allow them to fully enjoy their home or work space.

Solutions – Well thought out ideas executed to perfection that solve a comfort need for our clients.

Our Core Values

 

Honest

We believe that Honesty is a fundamental building block to the foundation of Crawford Services.  We define honesty as the act of “Doing the Right Thing” in all of our moment by moment decisions each day. Our actions and intentions should always stand the test of being honorable, fair and upright.

Honesty is lived out in our spoken word. We communicate truthfully with team members, clients and vendor partners in all situations regardless of personal or business consequences.  Honesty allows us to operate our company with integrity and a clear conscience.

Honesty is also magnified in our daily routine of activities.  Before we perform an action we must always hold ourselves to the standard, “Is what I am about to do going to represent me and Crawford Services in a truthful manner?”

 

Respectful

We conduct ourselves in a manner that treats our team members, vendors and clients with uncommon courtesy in our spoken and written actions. We hold the values and opinions of people we interact with daily with a high level of importance and personal worth.

We strive to focus on what’s best in people. Crawford Services will be a safe place to work where people are eager to encourage and help each other succeed while serving our clients.

We consider how our actions affect others. The tone, volume level and choice of our words are delivered in a manner that allows the message to be received in a constructive manner.

All team members are ambassadors for Crawford Services. Treating each other with respect will positively promote the Crawford brand.

 

Knowledgeable

Knowledge is having facts, information, and skills that a person acquires through education, experience, discovery, and learning.

An employee’s capacity to perform the tasks necessary to do a job well requires they be knowledgeable. Applying knowledge to our job improves our company’s performance and efficiency.

When employees change positions, they often do not possess the full complement of knowledge to succeed in the new position. We expect the employee to use intellectual curiosity and seek guidance from others to master the skills necessary to be proficient in the new role. Employees are encouraged to use all available internal and external resources to gain knowledge and become proficient in their job roles.

Applied knowledge is more than theory. The best solution must be put into action to advance our company while always staying in step with the pace of our company’s culture.

 

Efficient

Crawford Services team members conduct our work in a manner that maximizes daily productivity. We recognize that time is the only resource that all companies start with the same amount of each day. To win, we use time wisely in planning and executing our daily work.

We organize our work in a manner that reduces waste and redundancy. Leveraging the use of technology creates an environment that achieves company objectives.

Written Standard Operating Procedures defines our work processes. These procedures ensure that the “Crawford Services Way” is followed as we perform our daily work.

Department teams routinely evaluate processes while challenging the value of the current activities we perform each day. We ask ourselves, “Why is this task necessary and is there a better way?”

 

Client Focused

Clients provide the means of existence for Crawford Services. Our employee’s livelihood depends on our collective ability to deliver exceptional comfort solution experience to every clients.

Communication is the start of a positive client relationship. We are a company that returns phone calls to clients in a timely manner, exercising the “sun down” rule of always returning phone calls, emails and texts before we close out each day.  Even when we do not know the answer immediately, we acknowledge the clients question and let them know the steps we are taking to achieve an answer for them. We defer to the clients preferred method of communication (face to face, phone, email, text). Timely accurate communication is an essential component to the client experience.

 

Delivering value in our work demonstrates the importance of the relationship we have with clients. We follow through on departmental written processes designed to achieve a consistent client experience.

When we miss the mark or fall short of a client’s expectation, we exercise conflict resolution skills with our clients by actively listening to their frustrations and then seek remedies that will mutually benefit the client and our company. Our response to client concerns is “What can I do to make this right for you?” or “What would you consider fair in this situation?”

We always remember that our current client was once another company’s customer. All clients have choices about who will perform desired emergency service and HVAC replacement for them. Our goal is “Do what we say we will do, when we say we will do it.” These simple, but often difficult actions create lifetime clients.

Profitable

Profit is the money our company earns after all sales revenue has been collected and all expenses have been paid. Profit is essential for a company to stay in business. Profit allows a company to grow, replace worn out equipment, improve the working environment, and invest in the most important part of a business, its people. Profit is the primary mechanism that provides stability and longevity for Crawford Services to serve our clients.

Crawford Services sets the price of goods and services in a manner that provides a value to our clients at a fair profit to our company. We define “Fair” as the amount equal to or exceeding the agreed upon annual financial goals of our company each year.

We understand the true cost to operate our business each day in total and by department. Our financial results are communicated through regularly held departmental meetings and company- wide quarterly communication meetings.

We use factual data through detailed job costing reports to analyze results that monitor our financial performance. Employees understand how their actions affect the profitability of our company.

When our company faces a situation to lower a price to meet competitive marketplace conditions or incurs unexpected costs on a job, employees quickly and openly communicate issues and together, seek resolutions to regain our desired profitability. Specifically, everyone in our company actively seeks to lower costs from our vendors and subcontractors, while also providing engineered solutions and cost saving ideas.