What is the easiest way to find out what your customers need from your business? Ask them, says David Fein, the vice president of marketing and sales for Robison Oil.
“We never want to lose touch with the homeowner,” said the Yorktown resident. “You always want to keep your finger on the pulse of the customer by communicating with them, because once you lose that, you’re heading for disaster.”
Fein started at Robison Oil in Elmsford, NY almost 30 years ago as a sales representative. There, he sold heating and air conditioning to potential customers on a door-to-door basis. He says he has been inside “hundreds of people’s homes and discussed their needs.”
Now the vice president of sales and marketing for Robison Oil, Fein’s attention to customer service has not wavered. Not only does he routinely accompany current sales representatives on client visits to ensure quality service, he says he is available to "stay in the loop" via cell phone or e-mail 24 hours a day.
For example, he says that over New Year’s weekend, he and the service and field managers were all made aware of a customer’s concern about a leaky boiler and were able to tend to it quickly.
"Our philosophy and vision is that we don’t look at customer homes as an account we deliver oil to,” Fein said. “We want to keep that customer as comfortable as possible.”
Helping them to lower their electricity bills is another way Fein and his team stand behind their customers. That’s why Robison encourages homeowners to switch to energy-saving light bulbs and other alternative energies.
Fein spends his off-time with his wife of 29 years, Donna, daughter Alison and son Daniel, who currently attends school at the SUNY Downstate Medical Center in Brooklyn.
Fein is also a New York State-certified Emergency Medical Technician, and serves on the board of directors for the Mohegan Volunteer Fire Association.