ers specialize in . “ We have the capability and the interest to dig deeply into substantial jobs , even those with challenges that may be too complex for some mechanical contracting firms ,” said Frank .
Given their appetite for complex jobs , it may be a bit of surprise for some that their business mix is 10 percent commercial , and 90 percent residential . NETE ’ s territory , geographically , extends about 40 miles in all directions from Fairfield – though not into Long Island , or Manhattan .
Happy customers
According to Yolanda , it ’ s not uncommon for customers to express their pleasure with NETE . “ Clearly , we ’ re in the business to stay in business . Maintaining a happy customer base and word-of-mouth referrals go well together , and they ’ ve become a big part of how we build not only our reputation , but the business ’ long-term success ,” she said .
As customer letters and emails stream in , Yolanda or Frank occasionally display these where employees can see them . Or , they may ask for the customer ’ s permission to place them on the company website . An example came in recently from a customer in Stamford , CT :
“ Over the last few months my forced air heating system was acting up . I called the service department at New England and they did everything to save [ our ] 27 year-old unit that was supposed to die years ago . After a while it just seemed silly to keep dumping parts into a unit that old , so I purchased a new , high efficiency furnace . John and Tom came and , under the supervision of Todd , tore out the old one and did a spectacular new installation . They even left me with an electric heater for the evening while we waited for a part that was found to be cracked . After all is said and done , the crew of guys that came did a great job for a more than fair price , and now its toasty in my office . Thanks N . E . Total Energy . I will refer you to all my home inspection clients and radio show listeners .”
Another happy customer is Celestino ; she ’ s the one who , at 12 years old , was enamored with Frank ’ s dad . “ Oh , I was just a silly girl then ,” she says happily recalling some very good years . Back when NETE was known as Cortese Fuel Oil Company , Celestino recalls what a big improvement it was to heat their apartment with fuel oil , a much more comfortable heat – and a switch that meant she and her mother could carry fuel oil from barrels in the basement , by large container , up the stairs to be poured carefully into the new furnace .
The staff at New England Total Energy has good reason to celebrate their many years in business . As they grow the business , the staff expands . Yolanda recalls the early years when a single truck made fuel deliveries . Needless to say , the fleet of vehicles has grown , too .
“ As the business grows , the one thing that we won ’ t allow to change is the quality of customer service ,” said Frank . That remains intact , though when we see opportunities to improve it , you bet we will . Mom reminds us regularly that maintaining customers satisfaction is the most important aspect of our work . We ’ re in the business of building relationships .” l FON
40 MARCH 2023 | FUEL OIL NEWS | www . fueloilnews . com