In a technical field like HVAC, it can be all too easy for customer service to slip by the wayside. Huge companies might provide their technicians with great training and support but on the other hand can easily lose sight of the importance soft skills and customer service. If you’re an individual HVAC contractor, you may be a technical wizard but
uncomfortable dealing with people. Either way, the fact is that customer service just can’t be ignored. Why?
Today more than ever, businesses like HVAC are review-driven. Websites like Yelp are proof that your business can live or die by customer reviews. A great review can mean repeat business and can grow your business while a poor review can keep potential customers away. Keep the following tips in mind to help ensure you’re putting your best foot forward.
1. Make a Connection
You want to be the person your customer thinks to call first the next time there’s a problem. Simply being friendly and addressing a customer by name is great way to start building that relationship. Make sure to listen attentively to the problem and respond in a professional, courteous manner.
2. Use Flat Rate Pricing
Pricing is a common point of contention with customers. Budgets are often tight and customers are often wary of being taken advantage of. Having a HVAC flat rate pricing menu takes the pressure off, allowing customers to clearly see that everyone is charged the same amount for the same services. This also helps build confidence and trust.
3. Follow Up
Asking if there’s anything you can do to improve your service and your customers’ experience will go a long way toward building good will and getting those good reviews. Once you’ve completed a job, send a quick email asking if everything was to their satisfaction.
Doing these three things will help ensure your customers are always satisfied and those good reviews keep coming.
