Focus on solutions for clients, then the product

Knowing the product is only a small portion of being a successful business; another is having solutions for your customers' needs.

When a customer requests your service, they assume you're an HVAC product expert. What they really want is for you to solve a problem. All the product knowledge in the world can't help if you don't know how to help your customers.

Next time you're dealing with a customer, listen effectively and explain your solution.


Servicing your clients requires listening to their needs. You'll have some customers who know exactly what they want, but most of the time they don't know how to tell you what they need. I've blogged about how to deal with different customers before, but listening is key for everyone. Listening is understanding what someone is trying to say, not just hearing the words. Forbes' 10 steps to effective listening includes maintaining eye contact, not interrupting and keeping an open mind.

Explain your motives

After listening to the customer, it's your turn to use your expertise and provide them with a solution. Avoid using jargon and explain to customers the work you plan to do and how it will help them. They may not know the products, but the customer knows what they want fixed. Summarizing their needs from your point of view makes sure you're both on the same page and gives the customer another opportunity to speak up. If they don't, your solution will fix the true problem.

What do you do to make sure you're providing your customers with solutions to their problems?

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