At Adam Mechanical, an Old-School Approach to Customer Service
The family-owned Havertown company has made its name on fast response and great service.
Seth Samuel and his brother Zack learned the heating and air conditioning business from their father — and they run their company with some decidedly old-school values.
“We’re about teaching integrity and customer service: how to knock on the door, how to pick up a customer’s newspaper out of their driveway on your way in,” Seth said. “These are the things we talk about in our daily meetings.
“That kind of customer service is gone, and we’re trying to bring that back.”
The Samuels know that when you let an Adam Mechanical employee into your home, you’re putting trust in the company, and that influences how they train their workers.
“The other day, one of our guys put some rock salt down on a sidewalk because there was some ice,” Seth said. “Those are the little things that people appreciate. We hire people, and we tell them we want them to be here forever.”
Adam Mechanical, located in Havertown, offers complete heating, air conditioning, and plumbing services, and can also help you improve your indoor air quality. The company’s technicians are certified, with frequent training so they can handle anything. They’re also drug-tested and have had their backgrounds checked, so you can feel confident having them in your home.
Many customers are focused solely on price, but Adam Mechanical emphasizes service and quality.
“You’re investing a lot of money in your nice home,” Seth said. “Why would you cut corners on that?”
Adam Mechanical’s workers don’t just install your new heater, air conditioning system, or hot water heater. Once the install is done, a certified technician comes to make sure everything is working properly — and walks you through how it works, so there’s never confusion for the customer. That means your new system will work the way it should, running at maximum efficiency.
“Every little part of the job is important to the homeowner,” Seth said. “If we don’t rush the process, then we don’t miss things, and that’s the whole point of our training.”
Adam Mechanical also offers a quick response. If you have a heating, cooling, or plumbing emergency, you can call 24 hours a day and get a response within an hour — “even if it’s 2 in the morning,” Seth said, and even if you don’t have a service contract with the company.
No matter what time it is, these emergency calls come into the Samuel brothers, who can get someone out to help you that same day.
That type of service has earned Adam Mechanical a great reputation around the Main Line, including Montgomery and Delaware counties and parts of Chester County.
The company also gives back to the community through its Giving Project, which runs each winter. As Seth and Zack Samuel came up in the business, they noticed how often they came into the homes of people who really couldn’t afford to repair or replace an old heating system.
Now, each year, they give a new heating system to a family in need. Partner P & N Distribution provides the Rheem furnace, and Adam Mechanical installers put it in.
Since they started Adam Mechanical in 2002, the Samuel brothers have made service their hallmark. They’re constantly training their 21 employees to foster a positive culture within the company that extends to each and every interaction a worker has with a customer.
“It’s not always training on the equipment,” Seth said.“It’s about knocking on the door.”
Need heating, cooling, or plumbing help? Call 484-245-4430, or visit us online for more information.
Photographs by Ivory Tree Portraits.
This article appears in the 2018 Neighbors Issue of Main Line Parent. Want your own copy? Join as a Supporting Member or subscribe today!