It’s no secret today’s customers are demanding more convenience than ever before. And, as consumer expectations and technology keep shifting, HVAC contractors are seeing a rise in the importance of online scheduling. While some are continuing to stick with a phones-only approach, many have begun to give customers options to request service and specify appointment times through website portals.
According to Matt Bergstrom, president of Thornton & Grooms in Farmington Hills, Michigan, his company has been offering an online option for customers to book appointments for more than three years. But it’s just been in the last year and a half that he has seen a noted increase in the number of appointments initially coming from the website.