According to the book, “Leading on the Edge of Chaos: The 10 Critical Elements for Success in Volatile Times” by Emmet C. Murphy, a 2% increase in customer retention has the same positive effect on a business as decreasing overall operating costs by 10%.
When major systems in a household break down, it is stressful for the people who live there.
Empathizing with your customers, listening to their problem, and getting their system up and running again puts you in the unique position to be their HVAC hero.
Customer service can make or break your company.
A recent customer service report published by Oracle indicates that following a poor customer service experience, 89% of customers will begin doing business with a competitor.
Here are some proven ways to give legendary customer service:
Good service starts before you enter the customer’s home
When your customer has a problem with their home’s essential systems, they do not want to explain themselves in a voicemail recording.
It’s important to have someone to answer the phone, but that isn’t always possible.
Multiple incoming calls, a receptionist on vacation, or worse; a business without a receptionist, could cause your loyal (but nervous) customer to place a call to your competition.
A virtual receptionist that is consistently available, no matter how many calls are coming in, allows your business to quickly address the customer’s concerns and set the service appointment.
When you have back-to-back clients scheduled for HVAC maintenance and repair, it is important to make a quick call. When you are still a few minutes away to verify that your customer is home and expecting your visit.
Before entering the home, verify that you are at the right address. Introduce yourself with your first and last name, the company you work for, and the reason for your visit.
Listening to your clients helps you do a better job
If you can get more information out of your customer than, “it’s not working,” you’ll be in a better position to help.
Ask your customer to describe the problem in detail.
Did they hear any strange noises? Have they had this problem in the past? Has anything unusual occurred in the household recently?
It is your job to pinpoint the problem. Gather as much information as possible from the people living in the home.
Take care of details, doing so will help you make a correct diagnosis and get the problem fixed, faster.
Watch the clock to avoid this common complaint
One of the most common problems with HVAC service indicated by customers
is the technician’s failure to show up on time or complete the job within the timeframe promised by the company.
Scheduling appointments too close together, neglecting to keep the homeowner updated about your progress throughout the job,
and underestimating how long certain maintenance and repair jobs will take all lead to lower customer satisfaction ratings.
Departure etiquette matters to customers
It is important after the completion of the repair, to let the homeowner know you’re finished and that you’ll be ready to go in just a few minutes.
Test the system and brief the customer on the repairs. Be sure to ask if they have any questions for you.
Knowledgeable and experienced HVAC technicians tend to forget that most people don’t understand the basics of how the major systems work in their homes.
Offering to answer basic questions puts the customer at ease and positions you as a valuable source of information.
There’s more to succeeding as an HVAC business than simply understanding the equipment.
Offering great service with a personal touch will help you build a base of loyal customers. Doing so will aid in happy recommendations to their friends and family.