HVAC customer questions: How do you handle what you don't know?

When an HVAC customer asks a question you don't know how to answer in that moment, don't panic. It's just a matter of getting that answer in a prompt fashion, and being better prepared next time.

We've all been in that situation when a customer asks a question that leaves you stumped; here are some tips on what to do in that moment.

Be Honest

Let customers know that what they've asked is a valid question that you'll get the answer that day. Customers don't want to feel neglected, or like their HVAC technician isn't concerned about their needs.

Do Your Research

In your spare time, research common concerns and needs. Become well-versed in what your customers tend to have questions on and know how to respond. It will make you an expert in your field and increase business.

Help Your Customers Help You

It might be helpful to encourage them to write down a list of questions they have before the service call. This will help cut down on both parties' time and help you research the answers (if you don't know them) beforehand.

Want to be better prepared? A 40-minute webinar or e-learning training course could give you the answers you're looking for.

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