At WarmlyYours, we value the lessons we learn from our customers' experiences. Not unlike many companies, we solicit reviews from our customers on all of our products and services. Are WarmlyYours floor heating systems really as easy to install as we think they are? How can we improve our service to build a better customer experience? What do our customers think and feel about their warm floors or driveway snow melting system? These are the things that keep us up at night. Well…maybe not every night, but we think about it a lot and we work hard at exploring the customer experience. And, it’s all truly in the name of just trying to do right by our customers.
So, in our never ending quest to get to the heart of the matter, to really find out what our customers think, the holy grail of the customer experience so to speak, we decided to create a contest. Right. We are all about fun at WarmlyYours (as long as the work gets done, of course). So, as a way to give our customers creative license to tell us about their radiant heating experiences in whatever fashion strikes their fancy, our “Tell Your Story” contest was born. We invite our customers to send their stories, along with photos, videos, diagrams, illustrations, cartoons, cave man drawings, or even an artist’s rendering – anything really that will get their point across.
I read EVERY story that is submitted, and when I read Mr. Olin Sondeno’s story, I asked myself what I felt was the obvious question. Do folks just say nice things about us so that they can win $100? I think it is a fair question… Or, put another way, when something sounds too good to be true, IS IT? Read on and you’ll see what I mean:
When building a new house, my wife and I decided that we wanted to completely eliminate any and all carpet throughout the home and replace it with either tile or hardwood. However, tile and hardwood aren't exactly warm when you live in northern Wyoming, so we researched our possible options and happily discovered WarmlyYours.
Prior to construction beginning, we filled out the necessary online forms including the dimensions of various rooms throughout our proposed home and we promptly received prices for each of the rooms. As with any construction project, we had to keep our budget in-line and we settled on putting the in-floor heat in our master bathroom only. Our account manager helped from start to finish with the process (and even helped us return a TempZone™ roll for a larger one after we enlarged the bathroom during construction) and was ALWAYS prompt and courteous when we spoke or e-mailed.
We've been in our new home for about three weeks and we absolutely love our nice and warm bathroom floor! We have the SmartStat programmed to have the floor a toasty 76 degrees by the time we wake up and it never disappoints. We hop out of the shower to a nice and warm tile floor and it feels fantastic.
Anyone interested in electric in-floor heat will, without a doubt, be thrilled with WarmlyYours. Their customer service is beyond admirable, their instructions are clear and concise, and the products are easy to install. We both highly recommend their products and their staff to anyone interested in electric in-floor heat.
'Warm' Regards, Comfy in Wyoming
So, I set out to see if I could uncover the “real” story. To find out – if, in fact, Mr. Sondeno’s WarmlyYours experience was really as awesome as it sounded. I gave him a call. He was kind enough to speak with me, and so I did what I do by nature – I asked him question after question, just phrased slightly differently each time to see if I could get some dirt. YES, I was actually trying to see if I could get the goods on the company I work for! The real skinny, that’s what I was after. I wouldn’t say that I cross-examined Mr. Sondeno (though he might), but I did ask a lot of questions, and when I couldn’t get any variation from the story he wrote, I decided that I would ask him quite directly and pointedly – “Was there ANYTHING negative, whatsoever, about your WarmlyYours experience? Honestly, it would really help me since we are always trying to improve upon our products and services.”
And, finally. I broke him. “Well I do have something I could say about your product" (meaning the SmartStat™ thermostat), Mr. Sondeno said kindly. "Sometimes, I hear the thermostat click when it turns ‘on’. It is a minor annoyance.”
Victory, I thought, to myself - we need to work on that. And, then I sent Mr. Sondeno his $100 check.
Vickie L. Wash, Esq.
Marketing Communications Manager