No matter what you are selling be it a product or a service, customers are both judge and jury when it comes to deciding whether or not a company succeeds.  Exceptional customer will not save a sinking company, but it sure can make a successful one more successful.  

On a personal note.  I don't enjoy where I work now but I still do my best for my customers and they appreciate it I think.  The customers are the only reason I get up in the morning.

Engaging, no-nonsense, and full of sound advice. Outshines the crowd.  A very readable ACR industry specific #iconicblog  no other like it

#iconic Praise the effort, encourage the attitude. Not enough of that in the ACR industry.

#iconic blog, yes for sure. But some of the comments leave me twisting and turning.

Take the comment left by Naomi for example. Top management look at result, not our effort, so Naomi is correct from that point of view.

But the Fred story around which this blog is based is viewed from the customer perspective.  So it takes the view that as long as the general service is that same, it is the extra customer service that differentiates it.  In the case of Fred and the post, the post could be delivered without problem by any postman but Fred stood out because he went the extra mile to improve the service to the customer.  There was no noticeable benefit to the post office or to Fred himself. 

So, I think it comes down to attitude. I liked Cheryl's comment.  Something just can't be measured by the company.  Some people are slick with their speech and smooth with their behaviour, but there is something genuine about good customer service that makes us know it when we experience it. It is not all  about flashing lights, fancy brochures,  sharp suits, and company mission statements.

This blog recognises that. This is an award for the Cheryl's of this world.  People with the attitude, who put the effort in to make a difference to their customers. That is what makes this blog so different from the usual industry stuff selling the corporate machine. It is about individuals.  That is what makes it #iconic

By the way I have voted for an individual. I wont say which one.  I share Tony Davis' concern about the inclusion of the departments this time, but hey, the individual I have voted for can still win so there.

Greetings from Ontario, Canada.  Not sure that I would call this blog iconic in itself but when taken as a whole with all the comments it certainly can be a source of inspiration.  Great to showcase that the ACR industry does reward individual effort AND prides itself on customer service quality. 

I will share with others in the industry here as I think it makes for a great read

Duke

Just got to say that I love the comment left by Cheryl. So honest and truthful it hurts. Attitude is everything. If this blog and award touches people like Cheryl and prompts her to leave a comment then we all have hope. We can make a difference. Love it. #iconicblog

Exactly, attitude is what makes the most cause some persons accomplish something in just a blick of an eye or say something as easy as eating a pie maybe because of their circumstances and or talents etc. While for some it is really effort, discipline and attitude and a lot that made them accomplish what they have accomplished.   I do my best each day to keep the customers happy. No one sees that except them and me. I am not brilliant or gifted but I try hard to do what I think is right for the customer. Now I feel that someone else notices me Thank you. #iconicblog

Don't want to mention any names but all too often for my liking this industry is guilty of being trapped into celebrating the achievements of companies whilst forgetting, or dare I say ignoring the hard work and sincere efforts of those helping to achieve that success.  This blog is astonishing because it breaks the mould. #iconic

#iconic Feedback, praise and encouragement are key when leading a team.  But some individuals excel no matter what. Fred the postman is a great example of doing what matter no matter who is watching.   This award is inspirational. Thank you ACR News

Great post.  Got to know about this blog over a year ago.  Essential reading.  Pity it stopped. #iconic 

I am not the right person to comment because I haven't read any other ACR industry blogs.  I have tried to on a couple of occasions but to be honest I found them dull.  So I can't compare this blog with others but I did manage to read this through to the end. It was very good I have to say and worth the effort.

I have worked in the industry for 5 years and enjoy my work but I don't live and breathe FGas like some I could mention. But I do care about this industry and those I work with and come in contact with.  Like someone else said there is little interest in the awards generally because they mean nothing to use. It is an excuse for the bosses to go for another night out.   This award is so different.  It is for individuals and is voted for by individuals.  It was the idea of an individual without any other motive than to point the spotlight on those that deserve it and never get it another way. 

I read that Lynn Sencicle played a large part in getting this award launched so full credit to her too.   I read that 700 people have voted this time so far. That is amazing.   To be judged by 700 industry people is awesome.  Truly #iconicblog

#iconic  most of us don't really follow the awards but this one is different.  It is the only award that engages with individuals. Too many 'experts' have their heads in the clouds. Thank heavens Steve Gill doesn't.  #iconicblog Well done to ACR News and Lynn for making this happen.

#iconic I should say so

Just voted for Andrea Burton.  She is the best. No more to say

#iconic  One blog that leads them all.   Whoever said this blog was ordinary is mistaken.  They should try reading some of the other industry blogs. They may be better written, and have expert content; they may even be humorous or better presented But,  in terms of sheer enlightened thought, this one surely has to be the bees knees. 

Several years down the line and it is still refreshing to read.   Nothing ordinary about this.  #iconic is the right term.

I just read this blog again to remind myself what it said. It is sometime since I read it and wanted to know if it mentioned departments or individuals for the award. 

As I thought, it only referred to individuals receiving a Fred Award.  This year's ACR News Customer Service Award is open to both individuals and departments.  I actually think that expanding the award's scope is a good idea, but I am unhappy that is open to both in the same category.  Surely this should be two categories.

If Steve Gill is reading this, I wonder if he would like to comment? Steve, what do you think about this change?

Tony

I should start by saying that I am not from the ACR industry, but having read this blog I am not sure that that overly matters.   I found this quite by chance after doing a google search for Steve Gill and renewables.  I know of Steve more for his work in energy efficiency and renewable energy than I do  air-conditioning and refrigeration.

The reason for leaving a comment is that I was impressed by Steve's words and his call to arms.  I don't think the industry particularly matters in that respect.  I would agree with him that the ACR is not well known for its customer service. But that is something to be put right.  I also agree that that we can all makes difference if we chose to.

Finally I just want to say what a wonderful idea it is to raise the profile of individuals in this way.   Full marks. An excellent read. I am glad I followed that link.

I don't know if Fred smiled, but I find that if one smiles, the other smiles back. Even when talking on the telephone, if I smile, I find that my voice changes which is detected by the other person.  Obviously, a smile is not all there is to providing good customer service, but I find that a smile is a good starting point :-)

Right on! The customer is the most important part of our industry even though most of us think the opposite. They are not dependent upon us, we are dependent on them.  They are not an interruption to our work, not an inconvenience, they are the purpose for our work. They are not outsiders to our industry or our business. Without them I would not have a job. We are not doing him a favour by working for them, they are doing us a favour by giving us the opportunity.

The winners of the ACR News Customer Service Award understand this.  Great to finally see some recognition for these stars of our industry. The true unsung heroes.  Well said Steve, and top marks to Lynn and ACR News

A good read with an important message.  I was pleased to see this Award  was adopted by the HVR Awards this time around too. The success of the ACR News award tells me that the idea was sound, and the execution of the Award by ACRN was spot on.   Not sure if anyone at HVR  knew about this blog though as it wasn't mentioned.

Not surprised that it is still receiving comments. It has been so widely circulated, and continues to be so.

I would like to echo the comments of others that would like to read more from Steve

Can't believe I have just read a ACR blog on a Saturday evening, let alone I am now leaving a comment. Two things I wouldn't normally do. In fact have never done previously

Why am I doing both now?  Because saw a tweet about it and decided to read it together with many of the comments, although not all of them.

First observation, it is much shorter than I expected having heard about it. Some may say it is short and sweet but I think it could have been improved by being longer and providing more details and guidance

Second observation, the format looks dated now. A modern blog has been layout and at least one photo. There are no sub-headings, and nothing to catch the eye.  I assume that if it had been posted now, it would be formatted much better

Actual content and style: both first class. With the target audience that it has, I would even go so far as to say this is in a class of its own.  It is reads as through written by an industry person for the industry. It is not written by a journalist or an industry outsider

I really liked this and that is why I am leaving a comment.  I feel strongly enough that the important message that the blog contains does make this blog iconic.  700 commentators must also feel strongly enough too as they also made the time to comment

Inspirational. The blog directly lead to Lynn and ACR News starting the Customer Service Award.  If nothing else. It does show that one can make a difference. I am sure that the two previous winners and finalists will agree. I assume that they know how the award was started and have read this blog

Disappointment. What has happened to Steve's blog? I read his two later posts, both good, and I read his earlier ones too. Some of those are really very good too. So what has happened?  My biggest disappointment this evening after reading this is that it takes me nowhere else. I would like to read more about Customer Service, or some of Steve's other thoughts but even after searching the net, the only activity I could find is the poster campaign, and even that doesn't contain any quotes from Steve.  I assume that there is a reason for this, but it is a huge disappointment. Knowing this is over two years old and that there doesn't appear to be any more coming is a huge disappointment. It sort of leaves me hanging.

Same with Graeme Fox's blogs too

Summary: a timeless classic blog. Truly inspirational.  Left me wanting to learn more about customer service

This blog is so smart, it won't ever collect dust. 

Congratulations to Steve Gill and to ACR News on producing a remarkable blog that is still be read and commented on 2.5 years after first being posted

Iconic is correct.  Well said Lynn

Interesting.  A couple of days ago I read this blog for the first time and in all honesty couldn't see what the fuss was about.  After sleeping on it, I shared it with a colleague, and also found myself talking to others about it.  I have since shared it with around a dozen people. I have found that they have shared it too.

It is extraordinary in that the message doesn't hit one in the face. I wasn't blown away by the language or the style. And yet, I found myself thinking about it. I found myself wanting to discuss it with others. I found myself comparing my own and others customer service, both what we give and what we receive.  In fact, I have found myself wondering about this industry and customer service.

Strange, because I still couldn't hold it up to anyone as a remarkable read and yet, there can be no doubt in mind now that it is.

It is too easy to dismiss it if we build it up too high. It is also impossible to dismiss as just another blog post.

I will keep quietly sharing it. I will keep thinking about it.

It is possibly the most influential piece of writing I have ever read for the HVACR industry. 

I don't know Steve Gill or what he does so possibly he does lots of things, but even if he has done nothing else, he will have made his mark in this industry.  No mean feat.

This is a great blog

In reply to John Taylor's comment, I would say that it doesn't matter how well trained  other wise in customer service the team are, the most important aspect of all of this is making sure that our team are engaged.  I see too many employees that are simply switched off. They drift through their work day just doing what they have to and no more.

If one can first the team, even a lack of any training still goes a long way 

This is an excellent blog which has stimulated an important debate.  Well-written, concise, and pitched at just the right level, it has rightly become a favourite of the ACR Industry.

If it is not too late, may I take this opportunity to wish Disa and Laurence congratulations. Both wonderful winners of the ACR News Customer Service Award which was born from this blog.  Brillient!

Is customer service so important to this industry? I would guess that very few, if any, frontline staff have little or no training at all on how to improve customer service.  Some, may have received some guidance, or on-the-job coaching from other members of staff.

Now compare that with the training that goes on in other areas of related industry business.  See what  I mean?

Providing excellent customer service is down to the individual.  Does that sound like a service industry that places value on providing the best customer service? I think not

A good blog, very thought provoking as the numerous comments show.  But this industry is kidding itself. There are some good examples as the fine winners of the ACR News Customer Service Award prove. But they are individual efforts.  The ACR industry as a whole doesn't warrant a pat-on-the-back for the quality of its customer service, no, it deserves a slap-in-the-face, because by and large it is poor.