"Ted Morningstar Was Particularly Effective in Shifting Gears from the Sales to the Technical/Installation Part of the Process."
I would like to applaud your company for what I know from experience is a very difficult thing to do - Namely to instill a culture in an organization that walks the talk of customer service and quality control. I recently purchased a TRANE Central AC system. D & W met or exceeded my expectations - From start to finish I had dealings with a total of 5 of your staff. Each understood that you never get a second chance to make a good first impression. Each in their own role (sales/ technical support/administrative support and installation) had the opportunity to contribute to or detract from customer satisfaction and a successful outcome. If any one of those 5 staff failed to do so, then the efforts of the others would have been discredited, as customers often remember the negative rather than the positive interactions. In short, your training and corporate culture of truly valuing your customers stood the test and then some. Your sales and delivery system was a TEAM EFFORT!! Each of that team of 5 also understood that there is no such thing as a stupid question and a timely and genuine response adds to your customers' level of confidence in dealing with your company. Ted Morningstar was particularly effective in shifting gears from the sales to the technical/installation part of the process. Two things became readily apparent from our dealings with Ted - This wasn't his first rodeo and he wasn't doing this for the experience. He was very patient is explaining the product and taking the time to learn and communicate the details to the staff (Johnny and Will) who did a very capable job of the install. My comments are sincere and I make them as a retired Senior Manager of a Dept of 50 staff, with an MBA in Organizational Behavior. And so I tip my hat to your TEAM, as they all had a role in getting this sale and installation to the Finish Line. Ownership and the the staff of D & W should know that the efforts they make, day in and day out, are what makes the difference between a successful company and one that is just going through the motions to get to pay day.