Frequent readers of this column are aware that I am extremely concerned about the image of our industry. Having been involved for as many years as I have, I have seen that image change and improve very significantly over the years.
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.
As a contractor who likes to stay out in front of the public eye, I receive more questions regarding geothermal systems than any other topic. It appears to me that those of us in the contracting community are not doing a very good job of informing the public about geothermal.
Last night I was reading my weekly issue of the Air Conditioning, Heating and Refrigeration News. In this issue, Jen Anesi had a very interesting editorial regarding the importance of “random acts of kindness.”
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.
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.