Here at Apello, we are proud to offer an HVAC answering service flexible enough to meet any contractor’s needs. We know just how important quality products and top-notch customer service are. They are just as important to HVAC contractors as they are to us.
With many years of working with HVAC contractors under our belt, we have learned a thing or two about how contractors address customer service. We would like to offer you some tips based on our own experience. So with that in mind, here are some of things we believe are critical if you want to offer the best HVAC customer service in the business:
1. Put a Premium on Communication
One of the biggest challenges in HVAC also represents one of the ways your company can distinguish itself from the competition: communication. The nature of the HVAC business is such that contractors and team members cannot always be in constant communication with customers. That doesn’t mean communication should be neglected. In fact, it should not be – under any circumstances.
That’s where an HVAC answering service comes in. An answering service can be your company’s customer service’s ears and eyes. Answering service personnel can field calls, take and forward messages, schedule appointments, manage emergencies, and more. Communication is the key to customer service in any industry, especially in HVAC.
2. Keep Your Appointments
If communication is the biggest challenge in HVAC, keeping appointments is a close second. Nonetheless, it is important that contractors deliver. If a contractor says he will be at the job site at 9 AM, he needs to be there. Showing up at 10 AM is bad form.
3. Never Stop Learning
Sometimes, knowledge is what sets HVAC companies apart. So to provide the best customer service, a contractor and his team members should never stop learning. They should always seek to be better informed about the latest brands, technologies, installation strategies, and so forth. They should arrive on the job site demonstrating a wealth of knowledge on nearly every industry topic.
On the other hand, it is not possible for an HVAC contractor to know everything all the time. So when a question comes up for which the contractor doesn’t know the answer, making something up is a bad move. It is far better to tell the customer you don’t know and that you will find the answer and pass it along.
4. Prioritize Professionalism
Nothing boosts customer service quite like a professional attitude and presentation. Unfortunately, professionalism can be hard to find in the HVAC industry. It doesn’t have to be that way for your company.
Coach your team what it means to have a professional attitude. Follow-up to make sure they are always practicing professionalism. In addition, consider company uniforms that look sharp. Keep vehicles in good working condition and looking good as well.
5. Always Be Honest
Finally, we have saved the best and most important part of customer service for last: honesty. No matter what else an HVAC company does, it has a responsibility to honesty. Customers expect honest estimates. They expect that they will not be overcharged. They expect the work will be done right the first time, and that any subsequent problems will be handled quickly and professionally.
You can do everything right and still destroy your company’s reputation by being dishonest. Don’t do it. If you want to offer the best customer service in the HVAC industry, back up your communication, punctuality, professionalism, and knowledge with honesty and integrity. You will win more customers and keep them around for a long time.