Processes and priorities. The way employees interact, coordinate and make decisions on what the business invests in. After serving customers for over 18 years, Jerry and Sherry FitzGibbon know why to invest in the customer. The Mad Hatter Air Duct Cleaning and Chimney Sweep Service of North Carolina has a distinct set of processes for this priority.
Since 1995, The Mad Hatter of NC has been providing air duct, dryer vent and chimney sweep cleaning to all of the Old North State. The goal of the family owned business is to help customers breathe easier. Jerry invited me into his Raleigh (NC) office for a glimpse into The Mad Hatter operation.
“This type of cleaning can dramatically improve your environment,” FitzGibbon stated. “It is a very rare cleaning, so not many home or business owners are aware of what to look for in an air duct company. Air duct cleaning is a different animal. It requires special tools and equipment to be done the proper or right way.”
The Mad Hatter operates under clear and transparent procedures to satisfy each customer. Fully bonded and insured, FitzGibbon and his staff encourage all customers to ask questions and offer warning signs for dryer vent or air duct cleaning. The Mad Hatter has garnered several awards. The list includes Angie’s List Super Service Award five consecutive years, an A+ Rating with the Better Business Bureau of Eastern North Carolina and on the Board of Advisors for The Greater Raleigh Chamber of Commerce.
“First, we survey each customer when a call comes in,” FitzGibbon elaborated. “It allows us to accurately describe what type of service we will perform. Education and honesty are very important to establish trust. We treat customers how we like to be treated and cater the customer even after the service is complete.”
To stand behind that statement of integrity, technicians walk-through each home or business with the customer after service is complete. The residential or commercial customer can follow a checklist on their own to avoid any omissions or minor mistakes. If something is missed along the way, The Mad Hatter always corrects their work.
“Our technicians work in tandems, one technician operating inside and another outside,” FitzGibbon added. “The pair covers their shoes with booties and our vacuum should never touch the inside of your house or business. We use an EPA-certified sanitizer at the end of each job.”
The Mad Hatter understands the importance of always staying in contact with customers and technicians in the field. The family-owned business utilizes systems on the backend to streamline operations. FitzGibbon continued, “every now and then we might run into a few surprises on a job. It’s about extending that convenience, communicating with the office and calling the customer’s ahead of time.”
The Mad Hatter’s priority is you, the customer, and the process to deliver satisfaction is simple. Education. Transparency. Honesty. Integrity.