Four Guidelines Technicians Should Live By on Service Calls
There are three ultimate goals on any HVAC service call: fix the problem, satisfy the customer, and gain their repeat business. Here are four things HVAC technicians can do toward achieving those goals.
Respect your customers. Be attentive and forthcoming to their questions and concerns. Explain issues and solutions thoroughly in understandable terms. Throwing around trade lingo can be perceived as condescending or intimidating to some. Be well groomed and dress professionally – a sloppy appearance insinuates sloppy work, and vice versa.
Respect your customers’ property. Work neatly, and clean up when you’re done. Wear shoe covers. Don’t enter a room, yard, or other area without first asking permission. Extra points: leave your work area cleaner than you found it.
Take steps to encourage repeat business. Attach stickers with your contact information to customer equipment. Leave a flyer listing all of your services. Offer rewards for referrals such as discounts, coupons or gift cards. Offer a free spring or fall check-up, then call to schedule the appointment when the time rolls around.
Take the opportunity to make a sale. Ask customers if they’d like to discuss any other problems or comfort issues like hot or cold spots, noise, dust, damp basement or bathroom, etc. Explain what can be done to resolve them and how much it will cost. Pay attention, however, to responses and body language. Don’t push customers who seem unreceptive or uncomfortable to avoid the risk of losing their business in the future.
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.
