In an industry where it can be years between service calls, and replacements are 15 or more years apart, you need more than great customer service to keep customers coming back.
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.
Most HVAC contracting and service companies are relatively small affairs as compared to the world of large corporate businesses, but as with any business, we need to think strategically.
A prospective customer calls and during the sales presentation you give them the price. And they do not buy. Is it over? Not for sales professionals who follow up.
For a company that’s been in business 118 years, making upgrades isn’t an option, it’s a necessity. That’s why Butch Welsch, president of Welsch Heating & Cooling Co., St. Louis, always makes sure to stick to one key principle despite the rapidly changing times we live in: First impressions are everything.
I don’t believe the HVAC industry in which you work and the publishing business which The NEWS plays in have very much in common. There is one fairly significant similarity though: We both need to be where our customers/readers are at all times.
Robert Allen is the vice president of the Johnstone Supply branch in Sacramento, Calif., as well as sister stores in Modesto and Stockton, Calif., and Sparks, Nev. He started his HVAC career as an HVAC technician. During his years in the field, Allen ran into what he called, “the compressor burnout from hell.” That was his description of an inoperative two-ton package residential air conditioner. Allen’s task was to bring this compressor back to life. The question was, “Could he do it?”
You see them all the time. You can’t get away from them. Chances are, you’ve looked at them or even left one. For a business owner, it’s the elephant in the room, the 800-pound gorilla. If you run a business, you are almost undoubtedly aware of online reviews and how they may impact business, both positively and negatively.
Are some of your best marketing and selling tools on the shelf collecting dust? Is this the right time for you to go back and use the selling tools that made you money years ago? Tools like personally contacting your customers. In person.
