At the end of the day, it is imperative that contractors do not lose focus of the fundamentals, which, in the HVAC world, include performing a correct installation while providing superior customer service.
The reality is, we spend a great deal of time at work; the people we deal with and the relationships that result are ultimately what keep us coming back every day. I know there are a few computer geeks out there who might disagree, but, to me, our relationships with others are paramount.
HVAC contractors, especially those in the residential installation and service market, really have to pay special attention to how their technicians interact with customers. One bad experience could terminate a potential long-term customer-contractor relationship.
There’s more to running a successful HVAC company than knowing how to repair, install, and maintain heating and cooling equipment. Even if you employ the most talented technicians you can find, failing to make customer service a top priority will hold you back.
AchieveGlobal then analyzed the interview transcripts to determine what competencies create exceptional experiences for customers. By studying their findings, we can develop a list of recommendations for our customer service employees, which, hopefully, will make them top customer contact employees.
For many years I have felt that providing quality, timely customer service is the most important thing we as a contractor can provide. I believe its importance has gotten even greater because it seems the overall quality of service is deteriorating.