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.
I speak with many HVAC contractors who are frustrated with the way things run in their businesses. When we get to the topic of employee performance, and I ask, “How do employees know what is expected of them in this specific situation?”, I get an answer that just drives me crazy: “They just know.”
A plague in the customer service aspect of most service businesses is that they are in a constant state of reacting to things that are already happening. We naturally gravitate toward putting out the fire that just popped up in front of us, which wouldn’t be a bad thing if we weren’t repeating this behavior month after month.
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.
Ask yourself right now: Are you in touch with your customer service staff? If you’re not, be aware, in most cases these people know more about some aspects of your business than you do.
Depending on where you live, the seasons are either changing or getting ready to change which means it’s time to start thinking about our Service Plan members.
If you have someone who answers the inbound calls for your company, you have a call center. That call center is the customer service voice of your company’s brand. So, the very first step to improve the call center in your business is to pay attention.
