There are many reasons to improve HVAC customer satisfaction. Customer satisfaction has morphed from a clear concept to a much broader notion because customers are demanding more than ever before. Keeping up with these demands will determine the success, or failure, of your HVAC business. The truth is, your commitment to maintaining customer satisfaction is viewed as a test of how much you value them as clients. Here are six tips to help improve customer satisfaction.
HVAC Customer’s Expect Great Content from You
Content is king. You’ve heard it before, but probably don’t understand why. The reason content is king is because it plays such a big role in improving HVAC customer satisfaction. Over 90% of consumers expect a self-service customer support portal to allow them to take charge and help themselves.
They also want to know that they can trust you to do a good job, and be sure that you’re knowledgeable about the latest trends in the industry. Here are some tips for making sure your customers are happy with the content you provide:
- Provide a variety content types. Videos, articles, infographics, presentations, etc.
- Answer the most common customer questions.
- Make sure your website is up-to-date and informative.
- Make sure your social media profiles are updated, and share snippets (main points) of your website content.
- Invite your customers to leave reviews on third party websites.
- Write “How To” articles about topics related to your industry
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Listen More to Your Customers and Talk Less
As an HVAC contractor, it’s important to listen to your customers and take their feedback into account. If you’re always talking and not listening, you may not be able to understand what your customers are truly looking for. By listening more and talking less, you can ensure that you’re meeting your customers’ needs and expectations.
Your customers want someone they can trust to work on their HVAC systems. If your communication is poor, if you’re late for appointments and show up unannounced and uninvited, or if you don’t place your customer needs before your own, it could result in a loss of business. Showing up on time, being open and honest with your customers, and becoming a trusted contractor can go a long way to improving customer satisfaction.
The most successful HVAC techs know that by listening more and talking less, you can ensure that you’re meeting your customers’ needs and expectations.
Communicate Early and Often
One of the most important things you can do to improve customer satisfaction is to communicate with your customers early and often. Make sure they know what you’re doing and what to expect. Let them know if there are any changes or delays, and always be available to answer their questions. By communicating with your customers, you’ll make them feel valued and appreciated, and that will make them happier with your work.
Use software that keeps the homeowner informed as to when the technician will arrive. There’s some great software out there that provides the customer with an image of the technician that’s arriving and a short biography. It even lets customers know when their tech is on the way, with a GPS map and ETA. This helps build trust, differentiates your company, and creates a memorable customer experience.
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Don’t Prescribe Before You Diagnose
One of the most common mistakes that HVAC contractors make is prescribing a solution before they diagnose the problem. This can lead to all sorts of problems, including increased costs and decreased customer satisfaction. It’s important to take the time to diagnose the problem before you recommend or discuss the fix.
Customers prefer when technicians take the time to fully assess the home’s HVAC system or air quality. The last thing you want is to offer a quick fix or replace, only to be called back a week later to fix something else. Catch it all during that first service call and handle everything that needs to be fixed or replaced. At the very least, make sure to explain everything thoroughly and allow the client to come to the best decision with you. The easiest way to lose a customer for life is to prescribe before diagnosing.
Change the Narrative: Lead with Health
“We need to change the narrative when selling HVAC systems,” said Rob Ambrosetti, Training Director at KGG Consulting. “The conversation needs to go from what everyone else has traditionally led with–and that’s system efficiency and features–to leading the conversation with health.”
- By explaining the benefits of healthy air, you can help your customers make informed decisions about their home environment.
- Always ask your customer about their expectations. Your understanding of what you are expected to do will help ensure that the work you perform is done in a way that meets or exceeds your customer’s expectations.
- Walk around with your customer and point out anything involving indoor air quality, humidity control or energy efficiency which you think should be addressed because it may potentially affect other parts of the home.
- Leave behind a detailed evaluation explaining everything you discussed, even if no actually work was done.
Educate and Motivate Your Customers
Everyone knows when they’re being sold to. Instead of selling them, choose to educate your customers. It’s a simple shift. Here’s why it works so well: A customer looking for HVAC repair or replacement will typically receive three or four quotes. Taking the time to assess their home completely and educating the potential customer on your recommendations goes a long way.
- It helps them steer clear of dishonest competitors.
- It builds customer loyalty.
- It’s just a good business practice.
It will encourage them to view you as a partner in their home comfort, instead of another salesperson.
You can give the potential customer lots of information on what they should expect from their system during different seasons and why it’s important to get preventive maintenance done twice a year. This is a simple tip that leaves the customer feeling empowered, not manipulated.