5 Crucial Reasons Why Your HVAC Company Needs an Answering Service
Running an HVAC service business typically requires you to be available to provide emergency repair and replacement services to your clients without delay. However, finding the right support staff to man the phones at all hours of the day can be challenging.
One solution available to consider is to outsource the work to a professional answering service. There are several key benefits your HVAC business can enjoy through the use of a professional HVAC answering service.
1. Phone Support Available 24-Hours a Day
One of the primary reasons HVAC companies consider using phone services is to offer their customers live support 24-hours a day, every day of the week. A professional answering service can easily fill in the gaps of phone coverage that you have. Your customers can grow frustrated when they reach your voice mail during an HVAC emergency, but rest assured that your calls will never be sent to voice mail with the right answering service on the job. Your phones can be manned throughout the day and night as needed, including on weekends and holidays.
2. Overflow Coverage
Even during regular business hours, you may not always have the support staff available to answer every single call. For example, your support staff may be helping others over the phone when another call comes in. You risk losing business if you cannot provide live service during regular business hours, and your answering service provides the overflow coverage you need to ensure that every call is answered directly and promptly.
3. Appointment Reminder Calls
When most people think about using a professional answering service, they think about a live representative answering in-bound calls. However, some services extend far beyond that. For example, some HVAC businesses benefit from having their answering service make outbound appointment reminder calls. This ensures that your technicians are spending their time in the most efficient way possible.
4. Sales Prospecting
Your regular phone support staff may currently be trained with sales prospecting in mind, and you may worry that a live answering service would result in missed opportunities for sales prospecting. However, this is not the case when you choose an answering service with well-trained representatives. Phone representatives can be trained to respond to calls in any manner you desire so that after hours calls receive the same level of service that other callers receive during normal business hours.
5. Screening Calls
Many of the calls your HVAC company receives can easily be handled through appointment scheduling and other common efforts. However, there are situations that require extra care. Your answering service can easily screen your calls, and they can escalate truly difficult situations or complicated questions to you and your team. This allows you to make more efficient use of your team’s valuable time.
Making the decision to use a third-party answering service is not a matter to take lightly. You may be concerned about everything from the cost of service to the quality of service your customers would receive.
6. Losing Money
The bottom line is customers many times will not leave a message when they call, or even if they do, they simply call a competitor as soon as they hang up. If you do not have a live professional receptionist answering the phone, that can answer questions and schedule an appointment or followup call, you are losing new clients and money in your business.
At Front Office Solutions, we strive to provide you with a cost-effective and truly productive solution.
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