Articles Tagged with ''Customer Service and HVACR''

Have you ever told your team what you want your company to sound like? Seriously, what do you want your business to sound like on the phone? If this is a foreign concept to you I am challenging you to put some thought into it.

Regardless whether a contractor thinks a complaint is valid, it’s important to respond as quickly as possible to mitigate the situation.

Most often, people just want someone to listen to them and acknowledge their concerns. If you can do that, you can turn a dissatisfied customer into a customer for life.

Coscia Communications Inc. has announced that the new fourth edition of Steve Coscia’s book, HVAC Customer Service Handbook, has exceeded 10,000 units shipped. The book is currently taught at more than 120 colleges worldwide.

This on-demand model has spread quickly into others markets, as well, and apps are now available that connect consumers with local freelance labor that can provide everything from same-day grocery delivery to dog walking to handyman services. 

In today’s world of fast-paced lifestyles and homes where both partners are working, today’s customer expect a different type of service company. Make sure you are willing to meet those needs.

Do your employees believe in your company? Your people can’t sell your company unless they do. This is especially true for your customer service personnel. One of the keys to improving their performance is to get them to believe in your company.

Field service organizations need to become more efficient, develop better time-saving approaches, and fix a problem on the first visit in order to meet customer expectations, according to a new study commissioned by Trimble.

As contractors, if we’ve done a proper job of selling, we’ve convinced the homeowner — regardless of the brand of equipment they are buying from us — that we are the experts. That means, when a problem occurs, in the customer’s mind, we have to take responsibility.