On this episode of Conversations from the EDGE with Service Logic, host James Kent spoke with Chris Douglas, President of Encon Heating & A/C, about Douglas’ 37 years with Encon, tracing a career path that began as a service technician.

It was during this first role with the Encon, Douglas learned the importance of a great customer experience.

“I quickly understood, I was the face of the company in the eyes of the customer, and that the level of customer service delivered every day was my responsibility,” Douglas said.

Douglas took those early lessons and used them to shape his views on customer experience.

“We are in a relationship business, so we focus a lot on the relationship," he said.

To move the customer experience to the forefront of Encon’s business model, Douglas and his team rolled out an initiative called, ‘Unleashing Excellence.’ This process was modeled after the book by Dennis Snow & Teri Yanovitch, Unleashing Excellence: The Complete Guide to Ultimate Customer Service.

“We used Snow’s book,” Douglas said, “along with other publications, to create a roadmap as to how to go about implementing a program at Encon that would ensure we provide an exceptional customer experience every time we came in contact with a customer.”

The reaction from customers to the rollout was both immediate and overwhelmingly positive.