Articles Tagged with ''Customer Service and HVACR''

Being punctual is about more than just minimizing your customers’ wait times — smart contractors recognize they are building trust with clients when their technicians arrive on time. 

Your air conditioning business might be slowing down right now, so what are you doing to prepare for the next rush? I suggest you take some time to work with your team to train and help them improve their skills before heating season hits.

If looking at your service department’s reports fills you with despair, it’s time to reconsider how you’ve been running this side of the business. 

How costly is it to build and keep a relationship? More importantly, how costly is it not to build the relationship? You’re about to find out.

It’s not just the “me” generation that has caught up to all of us. The self-respect generated by a job well done is the exception now, whereas it used to be the rule. Why? What changed?

We commonly ask our employees to connect with the customer, from the phone call to the visit at their home. “Get to know them, and ask questions. Connect with them,” is the creed. But before we ask employees to connect with customers, we should ask “How well connected are we with each other?”

A small gesture on your part could mean a lot to the customer, and it could help ensure they become a customer for life.

It’s all about price, isn't it? That's why every company that sells high-end items is going out of business. But wait a second; they are not going out of business. In fact they are profiting like never before.

For contractors, bad reviews present an incredible opportunity to turn a dissatisfied customer into a satisfied repeat customer who might even refer his friends and family. 

I am constantly asked for the perfect call center script that contractors can modify to make their own, but the fact these contractors know they’ll want to change it indicates they already know canned scripts won’t work for their business. The best script is the one your call center team creates in their own voice.