Case study · Carrier
Bassett Mechanical: a Carrier case study
Case study03:03A Wisconsin mechanical contractor that takes the jobs others call impossible, and the Carrier training that lets its controls techs finish them.
Facts
The story.
Bassett sells relationships, not a fast exit. On camera, the team and its partners explain why its controls technicians train through the Carrier Controls Expert program, why it gets trusted with beta projects for Carrier, and why customers who know nothing about HVAC learn Carrier i-Vu fast.
“If we hear that somebody else could never fix it, it just never is going to work, we take that as a challenge. And we will make it work for them in the end.”
“Carrier's i-Vu system is, in my mind, hands down the easiest system to work on.”
From the film
Transcript
Bassett is a very customer-oriented company. When we take care of a customer, we try to find solutions. Rather than try to get a job, get in, get out, and move on to the next one, it's about building relationships, finding solutions, and taking care of the problems that a customer has. I believe our customers love to work with us because we are always striving to provide them a solution. We're going to make phone calls, get our vendors involved like TSI, just to come up with a solution for their unique situation.
Bassett's really been my go-to as far as beta and new projects. Most of their technicians are ES level on that side of it. With that, I have the confidence in them to take on some beta projects that we do for Carrier where we're testing new products, new hardware, things like that.
If we hear that somebody else could never fix it, it just never is going to work, we take that as a challenge. And we will make it work for them in the end. And Carrier gives us the ability to be able to do that because of the flexibility of the controls and the training that my technicians get through the expert program. We have the ability to take care of customers that way and provide them a solution that works and takes care of their problem.
Having our controls technicians belong to the expert program and go through, start at IS, ES, and eventually the ES level helps tremendously. So having that knowledge upfront versus throwing them out into the field with no training, it's hands down the best. It gives us the biggest thing is the confidence when we go into a customer site and they're shooting these questions at us and we are able to really give them the answers that they're looking for.
What I love about the Carrier i-Vu system is the fact that it's very user-friendly. Carrier's i-Vu system is, in my mind, hands down the easiest system to work on. It's designed so that you can, a customer who doesn't know anything about HVAC, doesn't know anything about controls, can do it by looking at a picture. To walk a customer through and to teach them, somebody that's never seen it before, it seems like they can catch on pretty good. And it gives them a better understanding of their building and what it's doing. And I can know from experience that every one of the trainings that I've done, the customers were just blown away by it.
You can get your guys trained to be able to put in the system, put in a quality system, have it operate the way it should. It's a good product and the backup that we get from places like temperature systems and from Carrier themselves make it a nice system to be able to use in case you have issues or anything like that. They've been there for support.
We're here to build a relationship that lasts a long time. It's about building relationships, finding solutions and taking care of the problems that a customer has.
