Issue link: http://digital.nexsitepublishing.com/i/833937
I met him, Brian, inside the cozy confines of Washington Energy Services' deceptively large office/warehouse in Lynnwood. For those who have never been, or haven't been to Lynnwood in a while, the word I would use to describe the city is busy. Washington Energy Services, located on a busy street, is surrounded by busy fast food joints and other assorted nondescript businesses, which I'm sure are also busy. There's a Fred Meyer nearby. Busy. Then again, busy is the norm in our region. And while all this is happening outside, like the Washington Energy business plan, it's what's inside that matters. I'm thankful to be inside now, away from the bustle and awash in the welcoming glow of the lobby that makes me feel welcome right off the bat. What exactly is producing this cozy glow? I'm not sure. All I know is that I'm glad they have it. Having it is maybe what Washington Energy does best. What is 'it'? It's many things, the most apparent thing being that they are a warm and welcoming company, not unlike some of the products they sell for happy homes across the Puget Sound region. For 60 years, they've been doing HVAC and plumbing, along with windows, doors, insulation, and siding. Home improvement contractors extraordinaire. This year, 2017, is their diamond anniversary. It takes many things to hang around for 60 years, including expert customer care, along with that warm and welcoming spirit I mentioned. Washington Energy prides itself on ensuring clients are nothing but happy after a transaction. In fact, happy is just the baseline for what they're going for and they're very persistent about it. If, by rare chance, something goes wrong, it will be made right. The Customer Happiness rep is a nice guy. Go figure. and maybe tell a brief story about how a customer helped them realize how much they loved working for the company. It would seem almost contrived had not everyone been so convincing and animated in their regalement. It's Cool to Care Here's one story. David works in the field. One day he was called out to a senior man's home. We'll call him William. William had a simple request. He wanted to add heating to a new room addition. However, the room didn't exist yet. And it never would. William, it turns out, had dementia and was confused about the state of things. David sat William down and, for three hours, talked about probably many things, but mainly the fact that William did not need any services at all. Total charge for this time and visit: $0. And guess what? This intense level of care makes them very busy. But not too busy for you. This is where the Customer Happiness position comes back into the fold. Brian's job is to do just as his title says. One of the things he is most proud of is the fact that more than one customer has been so impressed with one thing or another, oftentimes the whole thing, that they took the time to actually draft an old-fashioned letter meant to be transported via physical mail—a thing so unheard of nowadays that it truly is impressive. Impressive is also a word I could use to describe the warehouse I'm now touring. Many people walk briskly by, transfixed by some task I know not, other than the fact that it's important based on their pace. People doing their jobs are prompted to acknowledge me, all pleasantly, mind you, H. "Vern" Olson and family in 1957 For 60 years, Washington Energy Services has been doing HVAC and plumbing, along with windows, doors, insulation, and siding. Home improvement contractors extraordinaire. 37 SUMMER 2017 master builder