Hill’s Heating and Air Conditioning Inc.: Better customer service sets them apart

Fully-stocked service trucks mean quicker repairs.

Fully-stocked service trucks mean quicker repairs.

Hill’s Heating and Air Conditioning is fully insured and all work is guaranteed. They feature six fully-stocked service trucks throughout Central New York.

In fact, if you have purchased your system from Hills and require an emergency service call chances are 99 percent that they have the repair part on the service truck. Hills features service contracts with maintenance and full service contracts on all brands of heating and air conditioning equipment.

And parts… Hill’s has made a strong commitment to inventory and parts, with more than 11,000 square feet of warehouse stocked with equipment, parts and accessories. Thousands of parts in excess of $600,000 in value, all on had to better serve its customers.

When asked how his company was different from other companies in the field, Terry Hill, owner of Hill’s Heating and Air Conditioning, said customer service.

“We have over 15,000 customers in our database and we take care of them all,” Hill said. “Our database software enables us to look at their history, from day one to the present. It’s a big advantage – we’ve been able to help with extended warranty issues because we have the data.”

Hill’s was featured in an online article, “How to Run a Data-Driven Business,” by Gene Marks, that appeared on Forbes.com in 2010. In the article Marks writes, “Terry Hill, owner of Hill’s Heating and Air Conditioning in Baldwinsville, NY, thrives on data and he uses the CRM (Customer Relationships Management) Program that I sell. Data is powerful and it’s essential to good customer service.”

Hill’s is also different from most competitors in other ways.

“We’re bigger than most and better equipped,” Hill said. “We’ve served Central New York for over 39 years and our customers know us. We have customers who know their service tech. Some even baked cookies for their tech at Christmas time. We are customer oriented and we have customers in a service region that stretches from Cortland to Pulaski and Utica to Geneva.”

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