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.
There are so many issues coming at us today as contractors that it is often possible for us to become so caught up in the day-to-day activities that we lose sight of our real objective. Hopefully, for you, that real objective is to develop and maintain a profitable HVAC business that will show success over a long period of time.
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.