How to Handle HVAC Customer Call Backs
We get it, call backs can be frustrating. It seems like no matter how professional you are, and dedicated to the job, some customers will always call you back. You can blame the occasional mistake, manufacturer defect, or overly concerned customer for wasting your time.
They may be frustrating, but how you handle call backs affects your bottom line, so they are worth your attention. Obviously, you want to fix problems. You want to make a good effort for the homeowner, so they use your services again or recommend you. But, spending time on callbacks can be a huge waste of time, preventing you from moving onto the next job. This is especially true if there actually isn’t much of a problem, but the customer just doesn’t understand what you did.
As call backs are so important to your business, you need to approach callbacks carefully, even when they’re frustrating or time consuming. Here’s how you can handle them better.
1. Answer Right Away
If you know you don’t have time to address a call back right now, it’s still best to answer the customer’s call if only to reassure them that you care. Customers who don’t get an answer to their initial call will feel like you’ve done a bad job and left them hanging—even if the job was done properly and they just don’t understand some aspect of it.
In contrast, when a customer gets through to you right away, they get the message that you care about them even after they’ve paid. Even if you can’t make the time to head back out to their home now, they know you’re listening to their concerns and ready to address them when you get the time.
2. Listen Carefully
When your customer starts telling you about their problem or concern, they might be upset. It’s easy to jump the gun and assume that you know what their concern is. However, it benefits you to take your time and listen carefully to what their real concern is. Most people just want to feel that you understand their problem and care.
Also, most people do not understand how any of their HVAC appliances work. They could easily misunderstand a sign or miscommunicate what is actually going on with their home. For example, its fairly common for people to assume their new appliance isn’t working, when they haven’t turned it on or given it enough time to start working (i.e. a water heater).
3. Stay Polite and Clear
Especially if your customer has had a bad experience with another HVAC professional before, they may start implying you’ve done a poor job. It’s important to stay polite even if the customer is letting their emotions get the better of them. You’ll prove that you know what you’re talking about and that you care by showing up to fix the problem.
You also don’t want to be throwing jargon or complicated solutions at the customer. Remember that they probably have very little experience with HVAC issues. Try to phrase the problem or solution in a way the average person can understand. The last thing you want is for your customer to feel like their problem is out of control.
4. Focus on Last Impressions
We make a big deal about first impressions, but the truth is that last impressions are just as important. After you’ve addressed your customer’s concerns or solved their problem, be sure they know that they call you back anytime for the same issue. Most won’t, but the idea that you’re opening to talking to them again is what will stick with them when they need help next time.
Need More Help?
We’re not just an HVAC call center. Front Office Solutions offers 24/7 answering services custom tailored to your HVAC service’s needs. We even offer virtual receptionist and virtual office manager services for HVAC contractors who want dispatching, scheduling, permit pulling, and more without the cost of an additional full-time employee.