Research the 3+ year digital archive, and People on the Move leads database download. Start using the digital Book of Lists today. Print subscribers receive the printed Book of Lists when published. Susan Roberts Frew is the president of Sunshine Plumbing Heating Air, and runs the… more Sunshine Plumbing Heating Air’s business strategy focuses on high touch as well as high-tech, high-quality service. Clients describe the company as “prompt, courteous, competent” and say they let customers know their people are on their way to an appointment as well as following up online after service is provided. Susan Roberts Frew is the president of Sunshine Plumbing Heating Air, and runs the… more “They turned an experience I was expecting to be negative into a positive one,” said one customer, according to Sunshine. Sunshine top executive Susan Roberts Frew believes that high-touch treatment of clients is key in the plumbing/HVAC (heating ventilation air conditioning) industry not known for it. “We have really used a high-touch customer service strategy,” she said. “We send thank-you cards, brownies, gift baskets. If we mess up, we send flowers.” Taking its focus on service to an even higher level, the company has developed a product called Video Plumber.
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