There is no doubt that a heating and air-conditioning company can live and breathe through their service and maintenance department (the heart and lungs of your company). I was taught many years ago that you can successfully “recession-proof” your company by building up your service contracts. Having service and maintenance technicians provide precision tune-ups to contracted customers’ heating and cooling systems will build a customer base and provide steady cash flow for your company.
There is one piece of this
business survival system that often gets overlooked - the dispatch
procedure. Every business has service
technicians that are natural lead generators.
These technicians are great because they’ve bought into the philosophy
that lead generating benefits everyone (the customer, the company and the
technician). Yet, I often wonder why
businesses don’t dispatch their great technicians to customer homes as a sales
Many companies dispatch
based on geography versus opportunity.
Instead of sending the technician to the next maintenance or service call
because it’s close to him, why not send him because there’s a 17-year-old piece
of equipment that you know he can turn into a lead for your sales
department? The same idea applies for
younger pieces of equipment and technicians that are not your natural
The primary goal for every
call should be to make sure the customer gets taken care of properly. Using strategy during the dispatch process,
you can increase your sales revenue and profitability at the same time. The same approach should apply to emergency
service calls where possible. If your
customer service representatives are asking approximate ages of furnace or
air-conditioning systems, a decision can be made on which technician goes on
which call. Dispatching for dollars and
not geography will make you more money while satisfying the customer.
more sales and business strategies on Michael O’Grady’s sales and business resource,
http://www.sales-psychology.com and sign up to receive the free sales guide, “7
Strategies to Take Action on Your Greatest Sales and Business Goals”.