I’ve been in this business for a long time, and it’s hard to remember a period as brutal as the cold snap we endured from mid-December to mid-January.
Our drivers and techs were true heroes, working long hours seven days a week, in frigid conditions, to take care of our customers. Our office team manned phone lines that were 300% busier than normal. Overtime was higher than ever before, a testimony to the commitment our employees made.
I know there were some anxious moments for you, too. I can’t tell you how much it meant that you were understanding of what we were facing. It was particularly uplifting when some of you sent kind notes or left good reviews on Facebook or Google.
During this time, we received hundreds of calls from people whose regular oil companies had left them completely in the lurch. In several cases these dealers — particularly the discount suppliers — stopped answering their phones altogether. However, we did not take on new accounts – we wanted to focus exclusively on our existing customers.
We are always looking to improve, so we are examining every aspect of our performance this past winter. It is inevitable that Mother Nature will hit Boston with another brutal winter sometime. We want to be ready to keep you safe and warm.