Providing Great Customer Service in the HVAC Industry
The Heating Ventilation and Air Conditioning Industry has been a thriving industry for some time. And with the influx of newer and more efficient central systems, the growth is projected to continue the upward climb. When was the last time that you walked in a home or business office and they didn’t have some sort of temperature controlled system? I’m sure that if you had, it would probably be the last time that you back to that commercial or residential property.
Becoming an HVAC technician is not an easy task. There are many certifications and training programs that HVAC servicemen have to complete in order to becoming a practicing technicians. This training curriculum has been great for producing highly skilled HVAC repairmen/installers. Their training will be great understanding problem solving techniques that can be used for solving multiple issues with HVAC Repairs/Installation. So, why is it that you, as a business owner have skilled technicians, but your business is showing little growth? Maybe additional technical courses or additional experience is not the answer to your problem. Your focus maybe better served in training your employees on providing the best customer service experience available instead.
Hearing the words “customer service” probably causes you to think about the shopping or food industry. These are probably two of the most well-known industries that religiously focus on the customer service experience. But, similar to these industries, one bad experience can destroy a potentially long lasting relationship with your customers. I’m sure however, that if you provide great technical service, as well as great customer service, your business will grow dramatically. Now, the question now is, what are the strategies that you can use that will increase your customer’s experience?
Making sure that you hire the right people.
What does it mean to hire the right people? Should you go and hire the most technically skilled service man that has very little communication/people skills. Or, should you hire someone with great communication skills, but that possesses little technical skills. Believe it or not it might be more beneficial to choose the latter candidate. Technical skills and knowledge can be taught from on the job training or additional technical courses. Having great communication skills however, is something that is harder to learn, and if your employees aren’t sold on your vision, than they probably won’t buy in. During the interviewing process, it is important to note how the person is communicating with us. Do they practice eye contact while answering questions? Are they confident in their answers? Are they answering questions with a positive attitude? Do they leave a great lasting impression on you? Although these questions can seem very tedious, it is important that you realize that the people that you hire represent your business.
Training to promote the great customer service.
Now that you have hopefully hired the right person, the next questions should be, what additional training is needed and how to train the people that you already have? It is important that you realize that providing great customer service is a habitual process. Setting up a good training program is very important for continued growing success. An example of training new people would be to complete 2 months of a “Ride Along” period. During this time, the new person will be matched with a more experienced person that may already have great customer service skills. They can complete the tasks together and afterwards provide the customer or client with a survey. This survey will be used gather information about the interaction between your employee and the customer. Calling customers after providing services for them can also be a great tactic in gauging the level of customer satisfaction. Even if you have to entice your customers with special offers or rebates for their feedback, it will be worth it in the end, because now you have a satisfied customer. Satisfied customers continue to conduct business with you as well as refer other people to your business. I also recommend implanting a bi-monthly or quarterly customer service training class. This goes along with the continuing to ensure that your employees remember and practice great customer service practices.
Customer service is an important part of your business’s growth. Although it may be true that great customer service doesn’t always warrant rave reviews, bad reviews can most always take away from your business. By understanding the importance of this additional service, you can implement it and ensure that your employees practice theses services. I’m sure that over time your business will dramatically grow and you will dominate your local market, by understanding that the most important asset of your business is your customers.
Jaki Redden is a Web Designer and Content Writer that enjoys writing for local business owners in order to provide them with all the tools that they need of their market.