Your Comfort, Our Job | Our Secret to Real Customer Satisfaction with Sherwood Park Mechanical Services
Hey everybody, welcome back to Hinse Brothers Mechanical YouTube channel and I’m here again with Adrien Hinse. He is one of the owners and brothers of Hinse Brothers Mechanical and today we’re going to be talking about customer satisfaction of Sherwood Park mechanical services because I think it’s something that is not talked about enough by companies and it is the number one thing that’s going to get repeat customers and help build your reputation. And one thing that I was researching earlier, it says, “Most contractors fix things and the best ones leave you feeling like you finally found your guy, the one they’ll call for life.” And, coming from a customer standpoint, now that we have used your services for our home in a renovation that we’re doing, that’s how we feel any problem goes wrong, we’re going to be calling Hinse Brothers Mechanical. Because you do good work, good communication skills, you get things done. Even if we’re,, contacting you on, after hours and stuff, you’re there too, you do answer my questions. I’m sure it’s not for everybody, but it makes us feel like you care about what’s going on with the project. Not only for our own project at home, but also when we’re doing stuff in the office, too. kudos to you guys. You’re doing a really good job. And I wanted to give you an opportunity to talk about that today. Here’s a quote from Simon Cynic. People don’t buy what you do, they buy why you do it. And I’ve got a statistic here from the Alberta Service Experience Benchmark. In 2025, 81% of Albertans said that they would pay more for a home service provider who is consistently honest, polite, and easy to work with. So that is, you know, very telling because that’s an Edmonton poll, like an Alberta service experience poll. So, people are willing to pay more for a service if they know that you care, right?
What Makes Customers Stick With Hinse Brothers Mechanical?
All right. So Adrian, so we have a city that’s filled with trades people, lots of HVAC and plumbing companies. So what is something that makes people say, “I’m going to stick with Hinse Brothers Mechanical. They’re my guys.” you know, after working with you, thanks very much, Trevor. I appreciate that. I guess we’ve got quite a few customers that have said, “You’re our guys. You’re our c you’re our company to go to.” And we get a lot of referrals out of that. And I guess it comes down to details a lot of times, you know, especially working with people in their homes and that we can be very particular about things. I know I am in my own home. I want to make sure the details are looked after. Sometimes I’ll have 100 questions I need to send you, right? So I need this. I want to treat people the way I want to be treated. Right. So, I think that’s kind of sets us apart: I want to put myself in your shoes and treat you the way I would ask you to treat me, you know, and I find that super important because especially in people’s homes, you know, you live there.
Building Trust Through Details
We need to treat it like it’s your home and respect it and keep it clean and tidy as much as possible in a construction situation anyway. and you know pay attention to the details. Yeah. Answer your questions. Come up with solutions to your problem.
So another thing we do too is I want to know what the issues are, right? Like what are you experiencing? What do we need to remedy here? We’re not just here to just do a job. How are we going to make you more comfortable? How are we going to make you in some way happier when we leave? Right. No, that’s awesome. And you know, having that experience with you guys, I think you do a great job at fulfilling that. Yeah, for sure.
The next question I’ve got is, what is something small that your team does in a customer’s home that makes a big difference on how that customer feels afterwards? I’d have to say something small that we do is we try to do a walk through with the customer. go through any details with you. You know, sometimes things will get missed, this or that, but we want to make sure we have eyes on everything with you and get your thoughts on things. And we don’t want you to have to just say, “Oh, you know, I’ll just let it go.” I want you to be able to feel comfortable to let me know what issues you’re having or what changes you might want to see. And at the end of the day, we want you to just feel comfortable that you can be open and honest with us and we’ll take care of your needs, right? So, you’re not going to, you know, take offense to anything. You’re really taking accountability for what you guys have done and how you want to end the job, right? 100%. Yeah. No, I love that. And I think that, you know, from our experience, we’ve noticed that as well. And I believe that we’ve communicated that not only to you in person but also online. So online reviews are very important. Let’s talk about different areas. So from Edmonton to Spruce Grove, your customers rave about your team. Now what do you think creates that sense of trust so quickly?
Well, presentation when the guys show up to a job and they’re kind, courteous, knowledgeable. Mhm. at the job at hand. Not every technician’s going to be experienced in every type of job. So, when we talk to you on the phone, make your appointment or do your quote, we want to send the right people to the job. So, we want to make sure we have an experienced technician there with good help as an apprentice. So, they’re not on their own trying to do a Two man job by themselves, right? So, we definitely want to make sure we can consider that stuff so we don’t put somebody in a situation where they’re not comfortable doing the job at your home either, right? So, we definitely want to pay close attention to that type of stuff, right? Yeah. We’ve got a variety of people on our team with different skill sets and we have the ability to do that.
Yeah. Well, the other day we got to meet with Nick, your brother who’s a plumber as well, and, you know, he was very knowledgeable on everything that was going on. He was able to, you know, shed some light on different things and really, you know, felt like, you know, he knew what he was talking about and that, you know, we could trust the quality of the work and trust what he was telling us. So, it was very very good to experience that. Glad to hear that.
Fixing the Problem Without Fueling the Panic
Yeah. Let’s talk about something that might be a little bit sensitive, but plumbing and HVAC work can feel kind of stressful for homeowners. So, how do you train your team not to just fix the problem, but to, you know, calm the situation? So, I guess one way to aggravate the situation would be to have that give the feeling that maybe you’re a little anxious yourself, right? So the calmer the guys can be in a stressful situation, the better, right? And I always let them know there’s always a solution to the problem. And the other thing too is, you know, if you don’t come up with the solution, you’ve got a plethora of experience behind you, right? You’re Hinse Brothers Mechanical. You’re not just an employee. Yeah.
You’ve got many years of experience from other technicians like myself. And so you’ve got backup. So they know that going into a job. It gives them more confidence and so they can give, they can kind of pass on that confidence to the customer, you know. the other thing too is yeah my say my furnace stopped working. You know the instant thought is I’m going to freeze. You know the fact of the matter is it’s not going to freeze right away. We have some time. We’ll deal with the situation and we’re going to find the root problem of the situation. We don’t want to just band-aid fix it and next week you get the same problem. We want to find the root problem, fix that and then you can feel comfortable. You know, we use parts from the manufacturers. We’re not just putting in any components found on the box store shelves or anything like that. You know, we’re straight from the outfit that designed the equipment.
Nice. So, there’s a lot of different things that you do in order to make sure that your team can handle the situation with with calmness., and you’re right. Yeah. If you approach a situation with a calm mind, you can think through things more clearly than someone who was stressed out or is upset. So, that’s good advice. Okay, here’s an interesting question. So, do you remember a time when you had a customer who at first was a little bit standoffish and skeptical, but by the end was a raving fan?
I do have a situation. I remember I had a client, they had four different people looking at their furnace, you know, and they’re just like, “What makes you different? What’s, you know, how is this going to be different this time?” You know, and basically what we did was we dug right into the situation. We’d found a problem with the heat exchanger that wasn’t found before. And it was one of those situations where you had to reach out, call a friend, call a Yeah. call a fellow employee or you know a partner and just use some knowledge from outside the box, right? So looking at a problem sometimes you have to kind of look back at the bigger picture. What is causing the situation, right? And I guess we just don’t give up. So we’re not just going to leave you with the issue. If we can’t figure it out, we’re going to figure it out, right?
Yeah. So then by the end you figured out the solution. They went with you obviously and you fixed the problem. Well, and we ended up actually replacing the equipment because we also want to give you some options. We don’t want to just, oh, you have to repair or you have to replace this piece of equipment, you know. We want to show you here’s what it’s going to look like if you’re going to repair it. I always consider how long that equipment is likely going to last and then break it down like if you get a new furnace, it’s going to last 20 years versus repairing this furnace for $1,500 and maybe it’s only got 5 years left. and we can calculate what makes most sense for you in your situation, your personal situation, like whether or not that’s going to make sense. We also have you know financing options and whatever we need to do to make it easier right for the client. So we want to work with your specific situation and come up with the equipment that meets your needs and whether or not a repair is better for you. You can decide that with our help, you know.
Yeah. No, that’s great. I think that’s what you should be doing. I mean, that is what the role of you in your company is, you’re the trusted adviser, right? So, you’re the guys coming in and providing the solution and you know, making the customers feel like, hey, I’m these guys actually care about what they’re doing. And you know, I love that. And you know, like I said, the experience that we’ve had with you guys, that seems to be your MMO. Now, you’ve been doing this like the company’s been around since ‘ 85. Ledgers and Hines Brothers have been around since ’85. Now, what’s something that you still make sure happens on every single job, no matter how routine it feels?
No Surprises Left Behind: Our Walk-Through Promise on Every Job
So, on every single job, we want to ask the client, you know, are you satisfied with this job to this point? Is there anything we need to do or anything we miss that we need to address here? Right. And we definitely try to do a walk around at every job and make sure that everything’s been dealt with. You know, especially a bigger project, we want to do that follow-up walk around and, you know, if there’s a little deficiency list that needs to be made, take care of that stuff and have it booked in the schedule so it gets taken care of right away. Not, oh, you know, now we’re booked up for two weeks and we can’t get back here for a long time. Yeah. We want to allow enough time to deal with anything. Yeah.
Yeah. No, that’s good. I think that’s you know, should should be something that everybody does, but not everybody does that. They get in, they get out, they’re gone, and then you try and contact them for service or follow up or something wasn’t right. And they can be, you know, just either ghost you or you know, just be passive aggressive and say, “Yeah, we’ll get to you when we get to you.” Right? That kind of thing. And I don’t think that’s what you guys are about. Well, that’s not conducive to referrals or any like as soon as somebody catches wind that maybe you don’t care or you don’t have time or you’re there’s a more important project behind you or whatever it is. Yeah. we’re not getting return work, you know, and our best customers typically come from our customers. So, right, like it’s harder to find a new customer than it is to take care, which I learned from you guys as well, it’s easier to take care of the customers you do have than it is to find new ones, right? So, we don’t want to lose you as a customer. We want to make sure you’re treated properly and yeah, you know, it usually comes back to us if we do that.
Yeah. No, that’s great. And I think you’re going to see a lot more success in the future because of that attitude and you know not only from yourself but the team having that same, you know drive and feeling of customer satisfaction making sure the customer’s happy and well taken care of. I think that’s going to serve you guys well over the long haul. So when customers leave a Google review what words or phrases keep showing up again and again and what do those words say about your company culture?
Clear Communication. Clean Work. Zero Excuses.
So, we often hear great service, easy to communicate with and take care of all my needs. You know, I see these types of things come through on Google and I pass that on to my guys. We have our weekly meeting. We talk about how important it is to communicate with the customer. They don’t want to be left in the dark. Like, you don’t want We just go into your house, close the door behind us, into the mechanical room, and do our thing. Like we want to explain to you what we’re doing, why we’re doing it. You know, it gives you that comfort and ease that you know, we know what we’re doing and we’re looking at the details. We just don’t want a bad word said about us basically. Nobody wants that. Nobody wants to hear Joe Blow come in with muddy boots and walk all over my floor, make a mess, and be rude to me and this and that. Correct. Yeah. There’s no room for that in our company and our guys know that, you know, and we’re bringing in new people into the field, you know, there’s not a lot of people getting into the trades nowadays. So, we got young guys with us and we do our best to pass on that same frame of mind. Treat this customer’s home like it’s your own or better than your own. Depends on how you treat it like it’s grandma’s house. Grandma’s house. Yeah, that’s a good idea, right? And be kind and courteous. You know, I don’t I never hear your guy was rude to me or anything like that. I always hear good things like, “I really like that guy. You know, he was a great asset to your company.” I hear a lot too. Nice.
Yeah, that’s good. And that speaks, you know, volumes to the leadership that you guys provide for the team there. Because you know when it comes to your field staff all of what they do comes as a direct result from what’s communicated to them by the leadership and you know you can’t have two different sets of values. One set of values for leadership and another set of values for the frontline staff and it seems like everybody’s on the same page with what’s important and how it’s done. So good job man. Okay so let’s talk about first impressions. So, what happens between the time somebody calls you to the time a technician walks through the door?
Okay. So, when we get a call, we want to get as much information from you as possible. If possible, any pictures, any kind of help that we can give our staff to make sure they bring what they need, make sure they’re qualified to do the job that it’s ahead of them. We also set it up. We usually give a time window unless it’s first thing in the morning. Give time for the guys to pick up materials that they’re going to need for the job or equipment. And you’re going to get a notification saying we’re scheduled to be here between this time. and then we’ll come. We do our best to be on time. You know, being in the service industry, that’s why we give a window of time is that you’re not always 100% sure how long each job is going to take. Right. So, we do our best to make sure we communicate with you exactly when we’re coming. And we always tell the guys, send that notification, hey, I’m 15 minutes away. We don’t want anybody to have to wait on us. nature of the business. It’s, you know, it happens sometimes, but we definitely do our best to communicate and make sure we’re working with your guys’ schedule on things.
Yeah. No, that makes a lot of sense. When it comes to, you know, the process of what you guys go through, someone calls and and and just giving that expectation is really important, right? staying in communication because you’re not like the phone company or the gas company who gives or the inspection company who gives Yeah, we’ll be there between the hours of 8 and 5, so somebody better be home. You know, it’s not like that where, you know, you’re trying to be as precise as possible when you’re going to be there. And I know like ourselves waiting on this job is like you let me know if you’re going to be a couple minutes late. You just shot me a text like, “Yeah, traffic really sucks, so I’ll be there a little bit later. Sorry about that.” And you know, that goes a long way to build trust with the customer. And you know, if I think of you guys continue to do that, always do your best. And on the customer side of things, you have to be understanding as well because, you know, driving through traffic and construction season or winter season, things happen and you know, I think just that you guys are willing to communicate and take responsibility for that. That’s a huge thing. So, we appreciate that.
Next thing is if someone is watching this and is still deciding who to trust with their plumbing and heating what would you say to them to convince them to use Hinse Brothers? Well, basically, I’ve got a few clients that are more than happy to give a reference as well. I’ve had clients say, you know, we really appreciate all the work you’ve done here. Feel free to use me as a reference anytime. Awesome. Right. So, I can give you people that have had experiences with us and are familiar with our work and we’ll kind of let you know information about us, right? And you know I have no problem coming in, doing a site visit, going through the situation, giving you some options, that type of thing, and answering any questions. I’ve got a lot of clients who are extremely detailed and you know, you write out your list of questions, I’ll pick them away. No problem.
Call Hinse Brothers Mechanical Today
All right. Awesome. There you have it, guys. So, Hinse Brothers Mechanical if you’re anywhere in the greater Edmonton region. So, it could be Edmonton, Sherwood Park, Spruce Grove, St. Albert, Beaumont, Fort Saskatchewan, any area in there. They’re happy to come out and service you. The team is growing all the time and they’ve got a bunch of great technicians over there. So give them a call. If you like this video, don’t forget to like and subscribe and share it with a friend. And of course, if you need any plumbing or heating needs, call Adrian with Sherwood Park mechanical services. Thank you so much. Bye. Thanks Trevor.