As an HVAC business owner knows, customers are often reluctant to invest in a new system or repairs until they are faced with a problem. In many cases, they may not even be aware of the issue. As a result, it is important to take the time to uncover the problem and help the customer understand its significance. In some cases, this may require explaining the consequences of not addressing the issue. For example, a leaking air conditioner can lead to water damage, higher utility bills, and unhealthy mold growth. By taking the time to educate customers about the potential risks of ignoring a problem, you can help them make an informed decision about investing in a solution.
In this episode, Rob Ambrosetti sits down with:
- David Holt from National Comfort Institute
- Ruth King, best-selling author
- Ken Grubbs, KGG Consulting’s Managing Director
HVAC Customers Prefer to Make Their Own Buying Decisions
Years ago, the selling process was more one-sided. Businesses would push their products on customers through high-pressure sales tactics, and customers would often end up feeling cheated or manipulated. However, times have changed, and now customers are more informed and savvy than ever before. They’re not interested in being sold to; instead, they want to make their own decisions about what to buy. As a business owner, it’s important to let your HVAC customer make their own buying decisions. Give them the information they need to make an informed decision. Answer any questions they have, and then step back and let them choose what’s right for them. When customers feel in control of the buying process, they’re satisfied with their purchase. Lastly, they’re more likely to come back to your business in the future.
Are your customers happy? Customer satisfaction is critical to returning clients, recurring revenue, and growing your company. Here are 6 ways to improve your customer service ➔