A Timeline for Customer Service
As an HVAC dealer, you know that customer service is the name of the game—but did you know there's actually a timeline you should use to guide your customer service efforts?
By Victoria Richardson
Take these steps to create loyal customers who keep coming back to your business.
- When setting up an appointment, ask what the customer's preferred method of communication is. It's a simple step that makes a big difference to customers.
- The day before the service call, contact the customer to remind them of the appointment time. Give them the name of the technician or Comfort Advisor who will be coming to their home and tell them what to expect from the visit (how long it will take, what rooms your techs will need to access, etc.).
- During the visit, make sure your techs dress and act in a friendly and professional manner. Train your techs to ask customers if they have any questions and help them understand what the techs are doing.
- After the service call, follow up with a "thank you" email or phone call. A little gratitude goes a long way, so do all that you can to make the customer feel appreciated.
It can be difficult to remember to hit all the points on this list when things get busy during the summer season, but it's important for all members of the team to help each other achieve customer service success.
Another tip for effective customer service is to ensure that your techs arrive on a service call with all the equipment they need to get the job done well.
Stock up on installation supplies for any job.
Keep spare electrical components on hand.
Team meetings are also a great way to get everyone on the same page. Gather your crew for a brief morning meeting before the day starts, to celebrate their achievements and explain what they're doing well and what needs improvement. You can also use this time to role-play customer service scenarios.