Customer Care Beyond Business

| Category: Blog

A company that has thrived on service to their customers for decades isn’t changing a thing. Since the birth of The BP Group’s HVAC and construction company we’ve found that building relationships with our customers is important. Owners John Losey and Robert Barbera made the extra effort to establish and maintain good standing relationships with their customers, a relationship that would be long lasting.

Our principles still remain the same, in fact we’ve passed down those same values to the next generation of the BP family. With the addition of our Customer Relations Managers, Michael Capasella and Anthony Foster, we continue to maintain relationships with our clients to better understand them and meet their needs through dedicated and consistent communication. This means treating our customers more like a partner in our business, rather than someone who must be serviced. In doing so we become well versed in the value we deliver to customers and problems customers are trying to solve. In an industry like ours, after the work is done, the service provided by a company is what ultimately makes or breaks a reputation. Maintenance doesn’t stop at the equipment that is installed, customer service is every interaction with a customer from the beginning to long after the job is done.

 

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“In the role of Client Relations Manager at the BP Group, I provide valuable insight to our HVAC service team that is critical in addressing any issues or conflicts that our clients may be experiencing. At times many of these issues were known only on the client level. As a Client Relations Manager I am a liaison who is able to obtain and take that information from our clients directly to our service department, thus offering quick resolutions to any problems they are experiencing, and ensuring that they are resolved both properly and professionally. The goal of this position is to establish interpersonal relationships based on trust, value, quality of services and the personal touch.

As a Client Relations Manager, I am able to interact with our clients through business relationships and offer professional opinions while getting to know each client. We not only discuss business related issues. I find that by gaining insight into their personal lives, I am able to form close relationships. This is the bedrock of trust upon which The BP Group is able to not only establish relationships with newly contracted clients, but maintain relationships with our current clients that have continued to grow alongside BP. Earning client trust and faith is a catalyst for client retention, future business opportunities and growth. I am proud and excited to be an integral part of this process.”

Michael Capasella, Client Relations Manager, BP Group

 

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“A formidable relationship with BP’s clients plays a vital role in the continuous development of our company. We want to know our customers well, in that way we can offer recommendations to the areas that we can positively contribute to. As a Client Relations Manager my role is to manage and protect the relationship between the company and each of its clients. To ensure this, we cater to constant interaction with customers and potential customer. By visiting my clients 3-4 times per year, making phone calls to follow up on existing and past issues I am able to make sure they are satisfied with the outcomes. This position is key in connecting all information that might be lost between our office, technicians and our clients.

Being a New York City based company allows us to be an on-hand resource, able to get from one client to another offering quick responses and resolutions. We don’t want to be like every other vendor, we want to be more than that. We reach those goals through trust, honesty and integrity. We are expanding and trending in the right direction as a company. We want our current and future clients to know about it.”

Anthony Foster, Client Relations Manager, BP Group

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