HVAC Residential Market

Ice Breaker: It's the Little Things That Count

There is a major customer service component to every refrigeration technician’s job. Not only does a technician need to properly install, maintain, and service the equipment, but he is also the company’s representative on the job. How he performs reflects on the entire company. To a customer, the technician is the company. Customers can base their entire opinion of a company on the actions of just the one technician. Customers have a choice of who installs and services their equipment. They want assurance the company they have chosen is the right one for the job. Technicians need to assure their customers that their company is the right choice.

So how can a technician best represent his company? Besides the obvious — being competent, trustworthy, and diligent in his job performance — it’s the little things that count.

Appearance definitely counts. Always arrive on the job well-groomed, wearing clean clothes or a clean company-issued uniform. First impressions matter, and how you present yourself really makes a difference to a customer. Always present a professional image. This includes your work vehicle; keep it clean, orderly, and well maintained. Customers notice these things and feel more confident in a technician and a company who present a neat, clean image.

Always greet customers with a smile and keep a positive mental attitude. Show up ready to work. If you are having problems at home, leave them at home. Don’t carry them over to the job. Don’t criticize, condemn, or complain. Be part of the solution instead of the problem. Don’t have the “it’s not my job” attitude. Take the extra steps required to get the job done. Be proactive in your job; take the initiative and the responsibility to make things happen. Take care of customers, find the solution to their problem, and ensure repairs are done correctly.

Always clean up after a job. Never leave a work site with old parts, empty refrigerant cylinders, empty parts boxes, or any other debris lying around. Make sure to replace any panels removed with all the panel screws. If anything was moved during the repair or installation, be sure to return it to its original location. If you make a mess, clean it up. Wipe down equipment and sweep the surrounding area. This is definitely one of those “little things” that customers appreciate.

Once the job is complete, explain to the customers what was done. Answer any of their questions and remind them to call if they have any problems or questions. When leaving, always leave with a smile and thank them for using your company.

Remember, it’s the little things that count. Treat customers just like you would want to be treated, and every customer you encounter will rave about you and your company. This will lead to both you and your company being extremely successful.

Publication date: 01/09/2012

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