September 15, 2023

Being on the Other Side

I recently had a new A/C system installed in my new-to-me home. With this being the largest home improvement project I’ve ever experienced, along with reading tons of horror stories on Reddit about bad contractors and subpar work, I was naturally very nervous to find a good contractor. The first contractor that I found had a very outdated, poorly executed website—and their phone number didn’t even work! I waded through some smaller, local companies and individuals, and then I finally found the one.

From my first meeting with this company, I was left with a great feeling that I was in the right hands. Sure, they were a bit more pricey than some of the other folks, but throughout the entire customer experience and sales pitch, I felt like we were going to receive quality work. There is so much value in investing time, energy, and resources into creating high-quality marketing materials, sales processes, and collateral like proposal decks and email templates. It was so interesting to be on the other side of this type of work—usually I’m the one creating a lot of it, but I didn’t really get to experience it first-hand before becoming a homeowner.

And that’s where I got the idea for this post! A lot of trust goes into a buying process, especially when it’s related to a service that you’re not a subject-matter expert in. This company was very thorough in their initial assessment and proposal process, and took the time to answer every single question that I had (and I had a lot!) with patience and kindness. They were extremely communicative about the installation and post-installation follow-up, and overall make me feel like I was in the right hands and didn’t have anything to worry about, every step of the way. When it came to the actual installation, they executed everything flawlessly and cleaned up the huge mess that the previous installers left with the old system—the difference is night and day, and the craftsmanship speaks for itself.

I think the biggest reason why I went through the process with a good feeling is because it’s exactly how I like to run my business—open communication, quality craftsmanship, and being knowledgeable enough in my craft to confidently answer each question thrown my way. I understand that it can be very intimidating for businesses to hire someone outside of their organization to design a new website or marketing materials—things that are so highly visible and important to making a good first impression! I just hope that my clients and potential customers leave our initial discovery calls and weekly check-ins feeling as secure and confident about the design process as this HVAC company made me feel.

About Mary-Ann Zykin

Mary-Ann Zykin is an experienced freelance designer based in Houston, TX who specializes in custom web design, WordPress web development, and branding.

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