3 Essential HVAC Customer Service Tips
Staying on top of customer service with your HVAC company can not only expedite service calls, but can also help retain customers and encourage loyalty to your company. With HVAC systems, you will often find yourself having to enter client’s homes and work on both interior and exterior climate control systems.
In order to put your company higher on the list than your competitors, customer service should be one of your top priorities. Keep reading for three essential HVAC customer service tips which will not only help build loyalty, but also encourage your current clients to spread the word about your professional services to their friends and family.
Be Professional in Appearance
Making a good first impression is extremely important. Take a lot of pride in your vehicle appearance, tool organization, and personal appearance. Clothing you wear should be free from severe wrinkles, stains, or damages.
Service vehicles represent your company. They should be in good working order and have a professional appearance to them. Ladders, pipes, and other large tools should either be secured on roof racks or in the bed of a pick-up truck.
When you have a service call at a certain time, make an effort to be punctual. Many complaints from upset customers are due to late visits from service calls, or missed visits entirely. Not only that, but being late for scheduled visits can cause later schedules to run late leading to multiple upset customers instead of just one.
If you know you will be late to a service call due to vehicle issues or a traffic issue, be honest with your client and call them immediately. Let them know if you are delayed and give them the option of a later same-day visit or a prime rescheduling slot on another day.
Starting your service visit off on the wrong foot by being late can irritate your clients and lead to complaints or general issues with customer retention and loyalty. This will also not be a good way to guarantee positive reviews or word of mouth recommendations.
Use Clear Communication
Communication in a variety of ways is important. Not only do you want to be open and transparent with phone calls, but you also want to clearly communicate with your clients when working on their HVAC unit.
For example, if you are called to work on one issue, but notice problems or have recommendations in another area, communicate this to your client in a friendly and non-confrontational manner.
Additionally, if you happen to run into any issues when called to a home for repair services which may increase a previously quoted price, be sure you are up front in communicating this with the customer.
In most cases, your honesty and good communication skills can help build customer loyalty. A client will feel like you are putting their budget and interests first instead of just trying to make a sale and bring in more money for your company.