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Huff-n-Puff Fitness Repair Has Trained Technicians And A Commitment To Customer Service

By S. Mathur

The onsite fitness equipment repair company has an interesting history, with a business model based on turning around all the negatives associated with the industry.

"Field service, in general, has a negative reputation, jokes about the cable repair guy are everywhere," co-owner Dan Thompson said. "Reading through reviews as well as in speaking with customers, we know most frustration comes from not knowing exactly when the tech will be arriving, not being able to receive timely information from the office, and not understanding exactly what needs to be done to their machine as well as why and how to prevent it from happening again. We're not perfect, things do not always go flawlessly, but our business model bridges these gaps and we are always on the lookout for ways we can improve the quality of our service."

Huff-n-Puff Fitness Repair for homes, businesses, health clubs and sports teams can handle everything from treadmill repair to relocating an entire gym. HNP was formed by merging two different companies owned by Thompson and his friend Jason Wood. The merger also allowed Huff-n-Puff Fitness Repair services to cover the the broad metropolitan areas of Chicago, Milwaukee and Madison, and most points in between.

"As both our companies grew, we realized that our set of skills in this industry complemented each other very well, and merged our companies at the end of 2014," Thompson said. "This merger allowed each of us to focus on our natural strengths, therefore providing the best possible customer experience for each of our clients while still offering service in the area we both had covered individually."

Besides repair, HNP offers customized assembly, relocation and preventive maintenance packages. All new technicians are internally certified when they start.

"Through the years we have developed our training program around classroom, lab, and field training of over 200 hours," Thompson said. "New technicians spend their first 2-3 days shadowing one of our tech trainers. This allows the new techs to experience and understand the daily technician routine."

Moving on to the classroom and textbook training using a proprietary training manual authored by Thompson and Wood, technicians cover subjects like mechanical principles, electrical theory, troubleshooting and parts replacement. Hands-on lab training diagnosing and parts replacement procedures. Further field training prepares them to put their knowledge into practice. For continued training, techs attend at least two factory certifications each year at the manufacturer's facilities.

Rigorous training and an emphasis on customer service have won HNP the confidence of their clients and several industry awards, including recognition from Angie's List.

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