By Ramy Mousa
The checklist is one of the most versatile and important tools you carry. More than just a list of tasks to complete on a service call, your workflow checklist can help you upsell current customers, generate new leads, strengthen customer loyalty, and more. Here are five ways to use checklists to grow your business.
Demonstrate your expertise. Show your workflow checklist to customers first thing when you arrive. This shows them what you're going to check and allows you to explain why it's important. Ask if they've had any issues with their system, and tell them you'll let them know if you see other issues during the visit. Taking a couple of minutes to go over the checklist helps your customers understand the value they get from your service call.
Explain replacement needs to customers. No one wants to feel surprised by a costly system repair or replacement, and checklists can help you prepare customers for immediate or future maintenance needs. For example, by going over the checklist and noting the age of the components, you can start a conversation about planning to replace old equipment in the near future. You can also use the checklist to show why, in some cases, replacing one worn system component now may extend the life of the rest of the system.
Develop upsell opportunities. If your check-up with a customer reveals issues with indoor air quality, filter life, high utility bills, or hot and cold spots in the home, you can point out checklist components that could be upgraded to address the issue. Depending on the extent and nature of the problem, you could also use the checklist to demonstrate that a system replacement could be more cost-effective than replacing multiple components.
Earn referrals from customers' friends and neighbors. The expertise you show and the trust you build with your customers can help generate new leads. When customers understand the value of what you do and rely on your advice, they're more likely to recommend you to neighbors and friends who need repair work or a new HVAC system.
Limit your liability exposure. From a legal standpoint, completed checklists document your work. That includes the service and replacement recommendations you've made, and the customers' response to those recommendations. These written records can protect you and your business in case of a dispute later on.
For more information on building your technical and customer-relations skills, check out our online Technical Learning Paths.
Guest blogger Ramy Mousa is a Technical Trainer for HVAC Learning Solutions.