I’ve been in this business for a long time, and I don’t recall a period as brutal as the cold snap New England endured from mid-December to mid-January.
For the most part, we were able to take care of every customer in need. That’s because we have a steady supply of fuel, and we invest in the kind of trucks and technology that are essential in tough winters. But even more important, we have fabulous employees.
Our drivers and technicians were true heroes, working long hours seven days a week, in frigid conditions, to take care of people. Our office team manned phone lines that were 300% busier than normal. The number of overtime hours spent was higher than ever before, a testament to the commitment our employees made.
During this period, we were inundated by calls from people whose regular companies had left them in the lurch. In several cases, dealers — particularly the discount suppliers — stopped answering phones altogether. Unfortunately for these folks, we always prioritize our existing customers first.
I know that there were probably some anxious moments for you, too. I can’t tell you how much it meant to all of us that you were understanding, particularly when you sent a kind note or gave us a good review on Facebook or Google. When people are knocking themselves out, it helps to feel appreciated.
Thank you for being amazing customers. Please take a look in this newsletter for some suggestions that can make next year much easier. And like you, I’m sure, I’m looking forward to some warm weather.