We are in unprecedented times here in our great nation, state, and city. Baggett Heating & Cooling has been serving our community for over 45 years and we’re ready to serve the needs of our customers and team members while doing our best to protect the needs of the community at large. Integrity is one of our core values, and to us, fulfilling that value means placing everyone’s safety at the forefront of our decision making today and always.
Baggett provides a vital role in maintaining the health and safety of our community. Therefore, we will remain open during this time of social distancing. If your AC or heat is broken, we will be there to fix it.
I want to share our plan to address concerns and answer questions that you may be asking. Below is our process moving forward until further notified.
If you need service, please call or text our main line at 931-645-2859 for service at any hour. We have local staff handling the phones from 7:30 am to 4:30 pm Monday – Friday and we have an after-hours answering service so that you are always speaking with a live person.
If you would like to reach out to me personally, please feel free to call or text our mainline and ask for me directly. You may also email me at Alana@CallBaggett.com.
We will be following cleaning protocols recommended by the CDC. Any team members that have a fever, are showing signs of sickness, or who have been known to be exposed and not protected will be asked to remain at home. As an added precaution, we are taking all team members temperatures each day when they arrive at work.
Service Call Precautions
We are open and running calls to homes. We want to be there in case of emergencies and make sure we keep our customers safe and comfortable in the comfort of their homes. We also need to take caution to protect our team members and make sure they stay healthy as well.
When you call in, our office staff will be asking if anyone in the home has a fever, been diagnosed or had exposure to the virus. We need to know so that we can be proactive with our team’s response and level of protection. We will have some team members who do not want to be exposed to a high-risk customer and we will respect those wishes. We will also have team members who are willing to work in that environment so that we can respond to those in most need. Several of our team members are military veterans and have a volunteer spirit.
In many cases, we can troubleshoot equipment from outside, in a crawl space, or in attics and basements with minimal face-to-face contact. We will be following protocols to maintain a safe work environment by wearing gloves and disinfecting work areas in the home and in our trucks after each call.
You may be asked by a technician to speak via video or Facetime and we may ask that you help control the thermostat while we are stationed at the equipment. We ask that you work with us so that we may provide the services needed.
Maintenance Calls
We will be running maintenance calls during this time. If you are scheduled already, we plan to come but you are welcome to reschedule, however, we simply ask for a notice to fill our schedule. We will call before coming and go over any precautions that we need to discuss as well as sending a text message with the most important information. As mentioned above, we can often work on equipment with minimal contact.
System maintenance is still very important and does not need to be put off for too long or ignored altogether. In fact, coil cleanings can add an extra layer of protection for your family and will improve your indoor air quality.
Obtaining Signatures for Work
Our normal process is for repair work to be approved via signature before beginning work. If you would like to opt-out of the physical signature, please let your technician know and he can text or email the repair description and quote and you may authorize electronically. This same process would apply to equipment replacement as well.
Payment
As always we accept cash, check, debit and credit card, or 3rd party financing. If you would rather minimize physical contact with the technician, you may submit your payment online or call the office to make payment by phone.
Measures We Are Taking for Our Team to be Aware Of
Some of our team members may be working remotely from home and therefore our internal communication may not be as smooth as we would like. Please be patient with our team so that we can take the best care of you and all our customers.
We intend to limit our time in groups as we have canceled all group meetings until further notice.
Technicians already work in isolation for most of the day and are not exposed to large groups during work. We will be limiting face-to-face interaction between our office team members and field team members.
Updates From Baggett
We plan to work our plan in two-week increments unless the situation changes. We will send out communications via email and social media if our plan changes.
We greatly appreciate our customers and team members here at Baggett. We understand the value of trying to reduce the spread of this virus so that our healthcare system is not overwhelmed. We are confident that we will be able to handle this predicament as quickly as possible and return to normality.
In my office I keep the golden rule posted, “Do unto others as you would have them do unto you.” This is my personal core value. As we navigate the upcoming weeks/months this will be our compass. We are professionals who can make a difference during this current situation as people find themselves at home more than ever. Home is our specialty. Home is our prerogative and we are here to help you maintain the comfort of your sanctuary, your place of retrieval. We will not inflate prices, we will not fearmonger, we will continue to maintain our core values as we did prior to the pandemic. I am honored that so many members of my team have already chosen to make sacrifices to our community and country through their military service. It seems there is a call to do the same locally today. Our customers count on us to bring them peace of mind. We will be that for you.
Sincerely,
Alana O. Ward
President
