Las Vegas, NV (October 28, 2011) – Coolray was honored by Trane as one of only three premier Trane Comfort Specialist companies in the United States at the Trane Comfort Specialist conference in Las Vegas. Coolray was chosen for its sustained business growth, leadership in the industry, community outreach, and high customer satisfaction rankings among peers.
The Trane Comfort Specialist designation is earned by dealers who have the highest standards of customer satisfaction. Only dealers who meet Trane’s strict standards are designated as Trane Comfort Specialists. There are 1,400 Trane Comfort Specialists out of 6,000 Trane dealers in the United States. Of this select group, only a few are chosen annually to be spotlighted.
Coolray President Ken Haines says, “I chose Trane years ago because I made a decision that our business was going to be built on quality. It’s a sense of pride to do business with a company that believes in quality, is focused on producing state-of-the-art products, and understands that it is more than just a customer—it’s a partnership.” Coolray’s Trane Comfort Specialist designation is extremely important for Haines. “It means that we’re part of an elite group that also holds merit with the end consumer.”
The ultimate measure of success in the retail industry is growth and customer satisfaction. Coolray expanded its membership customers to over twenty-five thousand, a year earlier than planned. Excellent customer service is critical to making that goal. According to Haines, “It’s being here around the clock. It’s being able to be at someone’s home within an hour of them calling. Its warranties, lemon and performance guarantees that other companies in the marketplace wouldn’t dare to do.” Coolray asks for and measures feedback from every customer and uses those satisfaction numbers as an internal benchmark apart from what is measured by Trane as part of the Trane Comfort Specialist designation.
Serving the community means being part of the community and Haines prides himself on community partnership; whether it’s helping the Boys and Girls Club replace stolen air conditioner units at no cost, sponsoring local high school baseball teams, or pioneering a recycling program for discarded heating and air conditioning equipment. “We’ve always been involved in the community, not doing it because we have to, but doing it because we live and work here and these organizations support our friends and neighbors.”
On continued success, both in the Atlanta area and with Trane, Haines states, “It starts with a dream, planning, and then execution. It’s making sure everyone in your organization knows what that is and then just doing it.”
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