Building Trust in Commercial Refrigeration: Why Relationships Matter Most
For a system as integral to operations as commercial refrigeration, choosing the right partner to design, install, and maintain the system is as important, if not more important, than the brand and model of the system itself. Supermarkets, pharmaceutical companies, and cold storage facilities need experts who are trustworthy and reliable because downtime, ruined inventory, and lost sales are not an option.
That’s why Classic Refrigeration is proud of how it drives business through repeat jobs and word-of-mouth recommendations. “If you’re not performing, people aren’t going to recommend you to their friends [or even their] competition,” says Danny Lamping, Vice President and COO.
Classic builds the trust needed for word-of-mouth through full-spectrum expert service and working with customers to meet their unique needs.
Claro’s, a Southern California chain of family-owned specialty markets, is closed on Wednesdays because in the 1940s, when the first store was opened, that’s the day local bakeries were closed due to union rules. Today, the family continues this tradition. When the company needed new refrigeration cases installed in a store, Classic kept the store running on its regular schedule.
“I said we can only do this on a Wednesday. We have to open on Thursday. They came out and worked all night long,” recalled Brandon Brown, Claro’s project manager. “All the team was there, working all hands on deck. It just blew me away.” Later, when Claro’s needed a partner to help design refrigeration for a new flagship store, they knew where to turn.
“The quality we put out there when it comes to service and the construction makes a huge difference,” says Russ DeMoss, who heads Business Development/Client Relationships for Classic Refrigeration. “It allows them to believe in us.”
Classic’s responsiveness and expertise in maintenance and repairs also impresses customers.
“Knowing that Classic is going to maintain and service our equipment is a big relief because from past experience, when a refrigerator breaks down, it’s so hard to get someone to fix it right the first time,” says Mahta Ariarad, co-owner of Super Irvine, Inc.
Finding the right refrigeration partner
While we hope that a word-of-mouth recommendation of Classic Refrigeration finds its way to your ears, we also advise evaluating potential refrigeration partners on these merits:
- Responsiveness. Look for a partner with 24/7 service and who returns your calls and messages as soon as possible, even when there isn’t an emergency. That demonstrates that they'll be there when you need them and not cause unnecessary delays that disrupt operations.
- Relationship-driven. A good partner will take the time to understand your business, your goals, and your operating realities, rather than forcing you to adapt to limited options or the equipment they prefer.
- Expertise. As refrigeration shifts from HFC to CO2, it’s critical to hire experts who understand the latest systems. This consultative expertise, along with their understanding of your business, will help you build a system that will grow with your business and be regulation-ready. And the expertise shouldn’t be limited to the engineering and construction teams. Skilled service technicians can reduce repeat repair visits and ensure maintenance is done correctly.
- Full-service consistency. Partnering with a turnkey company that can expertly handle design, service, installation, and long-term planning minimizes the headaches that come with managing multiple vendors. It reduces communication misfires that can delay builds.
- Transparency, accountability, and integrity. The right partner will be transparent and thorough, providing regulatory documentation, detailed billing, and photographic proof that work has been done correctly and to code. They’ll do what they say, and explain any changes to the plan.
- Proactive service. Preventive expertise requires upfront costs, but can save you from costly emergency fixes in the long run. Maintenance needs may differ based on your location and equipment, and it’s valuable to have a consultative partner who can determine the optimal schedule to keep your system running safely.
As your business evolves, a long-term refrigeration partner that you trust, and who really understands your business and goals, can pay dividends. To learn more about how Classic Refrigeration can help your business plan for the future, while caring for your current systems, contact us today.
