HVAC Customer Service: How To Focus And Thrive

Last updated January 6, 2020 written by Jaime Faulkner

HVAC Customer Service: How To Focus And Thrive

As an HVAC professional or business owner, you have a specialized set of skills. You know how to get the job done, and you do it well. But exactly how sharp are your customer service skills?

You might be thinking, HVAC customer service isn’t necessarily one of your priorities. However, if that’s the case, you’re already in trouble. Your competition is focusing on creating excellent customer experiences, and if you aren’t, you’re falling behind. You just don’t know it yet.

ACHR News reports that customer service skills are actually a top priority for companies currently hiring.  “Customer serviceability is probably more important than technical ability,” said Downey. “Technical skills can be taught, and, while elements of customer service can be taught, as well, some people are just better at communicating with people than others.”

What happens when you focus on improving your HVAC customer service?

Win over lifetime customers

You’ve likely heard this quote from Maya Angelou: “At the end of the day people won't remember what you said or did, they will remember how you made them feel.”

This is key to your success as a business long term, and it means customer service is your secret weapon for success. There aren’t a lot of distinct differentiators in the HVAC industry-- your competition is performing the same procedures as you are.

Where you can shine is customer service. If you focus on ensuring your clients have an excellent experience whenever they interact with your company, whether it’s on the phone, on social media, or in person, you’re going to stand out.

Retain talented employees 

While the HVAC industry keeps growing, the amount of skilled tradespeople is on the decline. Smart Service reports that “The number of up-and-coming HVAC apprentices is not sufficient to replace the number of retiring journeymen, leading to a shortage each year.”

This is a problem for your company! You need to focus on retaining the talented service technicians you have. When you teach your team customer service skills, you’re investing in their career development as well. Since HVAC is such a technical field, you need to focus on extensive training.

However, many HVAC contractors are beginning to prioritize customer service skills over technical skills during the hiring process. “Customer serviceability is probably more important than technical ability,” said  Angie Downey for ACHR News. “Technical skills can be taught, and, while elements of customer service can be taught, as well, some people are just better at communicating with people than others.”

Make customer service a priority in your day-to-day as well as your training. Your team will be best prepared to handle whatever their day throws at them, and build their careers.

Get referrals

After having a positive experience with a company, 77% of customers would recommend it to a friend. -Temkin Group

There aren’t a lot of distinct differentiators in the HVAC industry-- your competition is performing the same procedures as you are.

Where you can shine is customer service. If you focus on ensuring your clients have an excellent experience whenever they interact with your company, whether it’s on the phone, on social media, or in person, you’re going to stand out.

Word of mouth remains a powerful tool for all marketing, but especially for your HVAC company. Focusing on customer service means you’re investing in your company's future. It can mean the difference between a booked service appointment and one that falls through.

Make Customer Service a Priority

Your HVAC business needs to focus on customer service moving forward, or you're going to fall behind your competition. Deliver excellent customer experiences, every time, and the results will speak for themselves.

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