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Articles by Butch Welsch
We have noticed what may be an alarming trend that our number of service calls has been declining over the last four years. Internally, we have had numerous discussions regarding this situation, and I thought it might be worthwhile to share our thoughts.
The need to provide training is something which, as contractors, we need to continually remind ourselves about.
It’s very easy for an HVAC contractor to sit back and complain about how bad things are because the weather hasn’t turned hot yet. The fact is, extreme weather in either direction certainly increases our business.
Can you remember back not too many years ago when things were really going well and we got into the habit of raising prices every six months or so?
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.
The most important thing for consumers is to be heard and respected. Those two emotional impacts are more important than having their issue resolved.