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2021 HVAC Remote Sales and Customer Service

Updated December 22, 2020

This year has been a period of rapid adjustment as the ongoing coronavirus pandemic forced companies to quickly rethink and change many business processes. Such has been the case for the HVAC industry as well. When it comes to sales and customer service, the HVAC world runs on relationships, conversations and that in-person connection. The pandemic has been a notable hindrance in that process. Nevertheless, the HVAC industry (like many others) made quick adjustments to succeed in the new reality. Perhaps the greatest challenge? Shifting to remote sales

An annual calendar that was once packed with in-person conferences, meetings and travel plans, all providing valuable face-to-face time with customers and colleagues, disappeared overnight. In its place–zoom meetings, phone conference calls and months of working from home. While the industry continues to find new ways to succeed at a distance, here are a couple helpful tips to succeed at remote sales in 2021.

Prioritize Sales Leads

The HVAC and IAQ industries have one defining advantage when it comes to remote sales compared to other markets. Interest in HVAC upgrades, HVAC maintenance and Indoor Air Quality has never been greater than it is currently. And–more interest means more leads. That’s a huge advantage when it comes to the remote HVAC sales process in 2021. The everyday consumer is now concerned about their home’s HVAC system, about their office or workplace air quality and about the safety of the places they frequent. This means following up with leads may look different than it used to. 

Be willing to have conversations with potential customers seeking friendly advice. Whether a client calls for a quote, reaches out over social media with questions or is referred by a friend with limited knowledge of options, it is possible to convert every inquiry into a sale. Have answers on-hand to the most frequently asked questions. Also, make sure to have an efficient system of tracking and following up with leads. Missing a potential sale is both bad for business and reviews.

Update Sales Presentations

A shift to remote sales means updating sales presentations and materials is necessary. Take the time to examine your company’s go-to materials. Is all of the information easily accessible online? If not, can it be converted? Things like business cards, flyers and pamphlets aren’t as important in the face of remote sales. Rather, focus on updating sales presentations and materials for online pitches and digital marketing campaigns. The priority is still to build company interest and foster relationships … just online. With a new year upon us, make sure to include these updates in your budget to prioritize 2021 HVAC remote sales.

Shift to Digital Interaction

The HVAC industry may be a bit behind the rest when it comes to favoring digital presence over in-person. Sales, business and installation is by and large still a very in-person process. Thus, it’s what we’re more accustomed to in the industry. However, it’s not what a majority of customers are used to or want.

Now, most consumers prefer product and service information readily available on a website. They are also interested in easily finding quotes online rather than calling. They also want to establish a level of trust in your business beforehand. To better accommodate clients and adjust to remote sales, it’s crucial that your company is engaging in the online world. The first and perhaps best way to build a strong digital presence? Having a functioning, well-designed and regularly updated website. A good website helps your business appear professional and legitimate.

Evaluate Digital Content

The need for more digital interaction and a strong digital presence means it’s important to evaluate (or re-evaluate!) your business’ digital content. In addition to a strong website, consumers rely on social media. Don’t simply worry about the number of followers or interaction on posts. Keep in mind that the average customer is researching and making judgements about your business based on social media pages alone. This is why it’s important to have updated pages, regular content and brand or company-specific posts. Updating your business’ digital presence is a step toward succeeding at remote sales.

Indoor Air Quality Demand

The final remote sales tip is to respond to current demand. Consumer interest in the HVAC market is currently focused on Indoor Air Quality upgrades and control options. 2020 may have been the start of IAQ interest, but this coming year will likely far surpass it. Make 2021 the year of HVAC remote sales. If your company already offers IAQ products and/or services, make sure this is obvious. That goes for the company website, social media and any outreach your business is doing. Indoor Air Quality will truly get the attention of potential customers.

If your company does not yet offer IAQ control options, consider Indoor Air Quality training. With IAQ training, you are able to help people breathe better. The shifting focus of air quality to health and wellness means Indoor Air Quality is an incredibly profitable business step.

Succeed At Remote Sales and Customer Service in 2021

No one knows for sure how long remote sales and distance customer service will remain the norm. There are also questions about how the pandemic will impact the world of work in the future. Regardless, one thing is for sure, the improvements made to your business today will have a lasting and beneficial impact. If you’re interested in learning more about remote sales, marketing and HVAC/IAQ training, we’re happy to help.

Ken Grubbs

Ken Grubbs

Founder and managing director of KGG with over four decades of experience in the HVAC industry and two decades as KGG’s director. Ken is well-versed in the HVAC and IAQ world. He is passionate about the future of the HVAC industry and the role indoor air quality can play in health and wellness. Leading HVAC manufacturer sales ⤑

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