The Art of Good Listening in HVAC Service
We’ve all encountered bad listeners in our private and professional lives. We state our budget constraints but we’re shown the deluxe model. “A little off the top” becomes a scalping. Two-way conversations turn into tedious monologues.
The goal of every HVAC contracting business should be to build trusting relationships through exceptional customer service, an essential component of which is the ability to listen. Far too many technicians fail in listening to their customers, oftentimes because they’re doing too much of the talking. They may “hear” what their customers are saying, but override their concerns or fail to come to understand their needs. Still others absorb what is said, but their seeming indifference leaves customers feeling frustrated, irritated or dismissed. What might seem like a minor problem to an HVAC technician could be the object of a customer’s upset or distress.
Listening is not the same as “hearing”. It is a conscious activity – a skill – that builds trust and confidence, and it should be a part of employee training in every HVAC business. Practicing good listening skills will result in greater customer satisfaction and retention, increased sales, and more referrals.
Among things HVAC contractors, salespeople and technicians can do to demonstrate to customers that they are listening include:
- Good eye contact
- Provide feedback (“I understand”, “I see”, a nod of the head)
- Ask pertinent questions
- Show empathy
- Avoid interrupting and allow customers to finish their point
- Paraphrase and repeat back to the customer their stated concerns
- Don’t argue, even when a customer is unreasonable
About E.P. Homiek
E.P. Homiek Sheet Metal Fabrication & HVAC Supply, with two convenient locations in Lakewood, NJ and Union, NJ, provides one- to two-day turnaround on all residential and light commercial ductwork, as well as one- to two-hour emergency fabrication service, rapid delivery, and competitive prices. HVAC parts, supplies, and equipment lines include Goodman, Honeywell, Bryant, Bradford White, Crown Boiler, Daikin, Weil-McLain, Sea Breeze, Generac, Fantech, ZM, A.O. Smith, Hart & Cooley, Malco, Mueller, and many more.
