When it comes to the customer service area of our business, we tend to make a rough guess at performance. You need to stop guessing at your customer service team’s performance and know how they are doing.
If that title sounds like a challenge, it is. I want everyone who reads this to think about all of the things that went wrong last year and write them down. Now that we know what gave us trouble in the past, let’s put some thought into what we can do about it.
I love technology and automation; I am a fan of things that help streamline our work lives and processes. I admire the concept of a paperless office. I like all of these things until they lead to poor customer service.
While some folks are harder to please than others, HVAC contractors say there are proven practices that can help prevent a tense situation from escalating. And, with the right tactics, you can even turn an angry customer into a happy, satisfied one.
Emerson Climate Technologies asked 1,500 U.S. homeowners about the most important features they consider when purchasing air conditioning and heating systems, as well as what typifies a high degree of satisfaction with their HVAC contractors. They also asked about factors that might prevent someone from buying a new HVAC system if they own an older, more problem-prone system.
This is the time of year when we all think about thanking the people around us. As we enter the new year, we begin to make plans for how we will be better in the upcoming months. While we are in this mood, we need to seriously consider thanking the other people that make our businesses possible: the customer.
The holidays are a great time of year, depending on who you are and what you do for a living. Most people on the front lines in a retail organization will tell you that this time of year is exhausting. This time of year can also be stressful to our people in the home service industry.
Making the decision to open another location is no small undertaking and involves finding the right people to staff the new location and doing a lot of research to make sure the new area can support another HVAC business.
I work with owners and managers all the time, talking about various parts of their businesses, but one aspect that gets little thought is the definition of their ideal customer. I realize that we would all like to take care of everyone who calls our business, but we need to put some thought into our ideal.