It was only after the customer arrived at the shop that Venus discovered who had recommended Kaili Aircon this time: ChatGPT. The customer had travelled from Pusat Bandar to Nusa Bestari. When she asked why they had come all that way, the answer stayed with her.
Venus recalled the customer saying that ChatGPT had recommended them, adding, “I trust ChatGPT. I trust AI.” In the air conditioning business, she was used to customers referring other customers. This time, someone had followed an AI recommendation and visited the shop in person.
Relying on word of mouth meant waiting for the next customer
Venus is the co-founder of Kaili Aircon Trading Sdn Bhd. The company provides air conditioning repairs, installation and cleaning, and also handles VRV, VRF, ductwork and cold room projects, serving residential customers as well as commercial and project requirements.
Looking back at the days before the company had a website, she put it plainly: “We spent our days waiting. All we could do was wait.” The business relied mainly on word of mouth and customer referrals, often with a long wait between one customer and the next. With a website, Venus felt that the company could reach a wider audience more easily, and the customers it reached gradually began to change. Beyond local Chinese customers, she said there were now more opportunities to connect with Malay customers and commercial clients, as well as enquiries from homeowners in upscale bungalow neighbourhoods.
When asked how well the website was working, she thought of the calls she actually received. “Our phone gets especially busy when the weather is hot.” That was her most direct way of describing the enquiries coming in.
Some customers have already chosen a brand before getting in touch
Among these enquiries, Venus particularly highlighted commercial requirements. She estimated that around seven out of ten commercial enquiries could lead to a sale. While this was a rough estimate shared during the interview, it helped explain why these opportunities stood out to her.
Another detail she noticed during these conversations was that some customers already knew exactly what they wanted. She cited Singaporean customers as an example: when contacting the company, they would specify that they needed a System 3 or System 4 air conditioning system, and some had even settled on a brand. With this information, Venus could then ask whether the installation was for an HDB flat, a condominium or a shoplot, and confirm the remaining details. Her summary of these conversations was practical: “It really saves a lot of time.”
From reaching a wider range of customers to discussing requirements with those who already knew what they needed, the changes Venus described in the interview were grounded in individual enquiries. The customer who had made a special trip from Pusat Bandar also showed her that, alongside recommendations from people they knew, some customers were now turning to AI for advice before deciding which air conditioning company to contact.
Business Operations Before and After the Partnership
Google and ChatGPT Search Results Screenshots
Customers could find her, and she could find support
Venus saw the visit prompted by ChatGPT’s recommendation as one way NEWPAGES had helped the company. For her, the partnership also offered something equally practical: a timely response when she needed assistance.
The person conducting this interview was the NEWPAGES sales representative who regularly worked with Venus. When discussing the representative’s service, she naturally brought up the team behind them: “When you’re unavailable, your colleagues and your team are there to back you up.”
Ongoing follow-up throughout the partnership mattered to her. She also made it clear that NEWPAGES did not only appear when it was time to renew. When her sales representative was busy, other colleagues could step in to help. That gave her a sense of reassurance and confidence in the team’s support.
