You already know that your team has the expertise to solve your customer’s a/c and heating issues quickly and affordably, so how do you stand out among your HVAC competitors? The best way is to deliver an easy, friendly, professional experience so that your customers want to call you again and tell their friends and colleagues about you.
- Make a great first impression! Have a professional website that describes who you are and what your customers should expect from you. What are your company’s values? Do you offer 24 hour service or guarantee all requests for same day service? Tell your potential customers this and give them clear ways to reach you. Make your phone number easy to find or provide web chat services that allow a customer to reach out in whatever way they feel comfortable.
- When they decide to reach you, make sure they’re greeted by friendly voices who are prepared to schedule their service needs. Make sure your phone staff can provide the important information your customer needs so that they can make an informed decision to do business with you. If you use a call center or answering service, outfit them with the tools to help your customers. Make sure they can interface with your customer management database. This way your call center can have access to past service information, quote prices, and then schedule jobs. Your callers want reassurance their service needs are being scheduled on the first call. If your customer must wait around for someone to get back to them, they may find another provider during the wait.
- Make sure your technicians delivering service to your customers are friendly, professional, and respectful of your customers’ homes and businesses! Your customer is unlikely to call you back to fix a problem if their last impression was of your service technician leaving dirty footprints on the carpet or cigarette butts in the yard. Your technicians are providing a valuable to service to people in need, but those customers have a lot of choices. Set an expectation that your service technicians treat your customers with gratitude and the utmost professionalism. This will help your customer remember you and make them comfortable inviting your team members into their homes again in the future.
- Deliver on your promises! Arrive on time. Provide accurate quotes that don’t hide charges. If anything threatens your ability to arrive at a predetermined time with a customer, be proactive and let them know so that they can determine whether they want to continue to wait. If the scope of work changes after a quote is provided, inform your customer immediately. Transparency with customers allows them make informed decisions about how to move forward. Customers are happiest with providers who are honest and open with them.
- Check in on your customers! After the service is complete find a way to check in to make sure the customer’s issues are resolved and are satisfied with your service. If you want that customer to come back or to tell their neighbor to call you, you have to show them you care about them. Checking in is a great way to do that. There are many customer management tools on the market that can help automate these check ins. Research some and find one that works best for your business.
Five simple considerations really can make a difference between gaining a customer for life or just being another service provider in a crowded market. Remember to make a great impression. Once your customer decides to reach out to you, make them happy they did and be easy to do business with by having great people answer your phones. Guarantee that the technicians you’re sending in to your customers home are professional and show your customers that they’re happy to be there. Deliver on your promises and be transparent when anything gets in the way of you meeting the expectations you set with your customer. Finally, check in on them after the service to make sure they got everything they need from you.
Remember that there are many tools to help you with all these items. From web design teams, to great call centers, to customer management tools. Be aware of what’s in your marketplace to help you stand out from your competitors. Almost all of them are inexpensive compared to lost customers and opportunities due to poor customer service.