first impressions

So my neighbor across the street is having a new heat/AC unit in. They've been in/out for 3 days. End of the 1st day, I'm outside and he comes across to ask about my white back up van parked on the side of the house. Wanted to know about it and if it was for sale. We started talking and it was un-nerving that he started to use profanity(grey words) around me. IM thinking "does he talk like this around his customers!" So I closed the doors and said I'm asking more than you would want to pay. Then I walked away.
Needless to say, I would never call that co. for service.
He also made some remark about how my main van looks(paint and finish is dull..)

Some times you don't get a 2nd chance.

I'm not sure if you ever get a 2nd chance in business.

I have always believed that the first thing you bring into the customer's home is yourself. Make certain that you make yourself a living, breathing, person to that customer. Those few minutes spent with the client transforms you from company xyz or just the carpet guy to Joe the guy who coaches Little League on the weekends or whatever.

Once you accomplish that, clients tend to relax and ask you to solve other issues in the home. Using foul language is a person who has no concern about the customer and it will end with a cold reception and minimal work.

I hope they were at least good installers and more importantly, were good estimators of the btu needs of the home. Most installers choose too big of a unit (makes more profit that way) and the results are a unit that dumps moisture in the house and cycles off/on way too much to keep things comfortable.