Excellent service often means successful service coordination. In fact, at Boland service coordination is a critical ingredient to the success of their company, and Edith Lemus, Service Coordination Leader at Boland, is the head chef of this essential operation. Lemus joined Tyler Kern to discuss the importance of service coordination at Boland and why Boland views it as its backbone.

“Service coordination is really important,” Lemus said. “We take care of our internal and external clients, answering the phone calls, making sure that everyone gets AC in their building.”

While there are many different hats Lemus wears to juggle all the things that come into play in service coordination but staying organized is one way she keeps everything in balance.

“We have a group of ten coordinators who stay on top, making sure that all the requests coming through are answered,” Lemus explained. Everyone on the team follows a similar organizational strategy.

Boland’s customers need to make sure their building tenants are comfortable and happy, and that task becomes Boland’s service coordination team’s mission. “We also want to make sure we are responding and making sure we call technicians and do our part to get the call covered,” Lemus said.

When a customer calls into the service coordination team, it’s to address a pressing need. “They don’t want to hear us tell them we’ll get right back to them because they wanted service yesterday,” Lemus said. “But when you talk to the customer and you make them feel that you understand what their issue is, and you care about it, it eases them down, and that’s where Boland stands out.” At Boland, Lemus and her team treat clients like family. And as the saying goes, family comes first.