Let's first understand HVAC Customer Service. It means many things to many people, but we must remember that excellent customer service is in the "eye of the beholder." Excellent customer service will get your company great online reviews from your customers. Positive reviews will help future customers decide if they want to do business with you. Often this is the first contact your customers will have with your company and the first impression you will make on them. Remember, you only have one opportunity to make a great first impression. As as my friend Zac Garside from Power Selling Pros says: "HVAC Customer Service is a Mindset."
Here are tips for creating an excellent HVAC customer service experience:
- Greet the customer with a warm and friendly attitude and smile.
- Be prepared to look after the new and existing customers – they are all valuable.
- Listen well. If the customer has a problem or a question, listen to them and assure them that you will take care of their needs.
- Empathize with everybody, the customer is often stressed when they call you, and all they want is to hear an assuring voice letting them know their problems will be taken care of.
- Build trust over the phone; the customer doesn't know your company or your people. They need to trust you if they do business with you.
- Ask for the business. Just because the customer calls you, there is no guarantee they will do business with you. It would be best if you asked for their business in a non-threatening way.
- Build value around your price. You deserve to be paid for your work, but the customer needs to understand the value you will bring to them. When they know the value, the price is not an issue.
- Build loyalty through gratitude. The customer is, doing you a favor by bringing their business to you. Show gratitude for the work they bring your way, and they will share what they know about you with their friends, family, and neighbors. Referrals are the best way to grow your business.
- Overcome price objections. Price is never an issue if you bring value that the customer thinks is equal to or greater than what they will pay. Make it easy to do business, show empathy, and appreciate their business, and the price becomes but a drop of water in the ocean.
- Book every call, even if you're booked solid. Set a measurement on the percentage of calls converted to an appointment with the customer. Being busy is no excuse for losing an appointment – figure out best practices to accomplish all work. There will be slow times, so make hay while the sun continues to shine.
HVAC Customer Service and Customer Service Representatives are the keys to your company's success alongside the service, install, and sales teams. Make sure your entire team has the right "Mindset," and your business will thrive.
Learn more HVAC customer service techniques in our Lennox Learning Solutions HVAC Customer Service Training.