Your HVAC business: good reputation or bad reputation. It's all up to your customers - they're the bread and butter of your business.
Are your customers referring you?
At an October ACCA-OK seminar, these startling statistics were presented:
- If a customer gets great service, he or she will tell up to 12 people unprompted.
- If a customer gets poor service, he or she will tell up to 20 people unprompted; social media makes this number infinite.
- For every customer complaint, there are 19 other unhappy customers.
Why should they?
It's not enough to have great products and services, according to customerthink.com. An HVAC business must provide:
How can your service make my life easier?
Will your service agreement stick by its word, and if you make a mistake, how will you fix it?
Will your company work around my schedule and do you care about what I have to say?
4. The "wow" factor
What makes your company so special? What will I remember about working with your technicians?
Your business should be built around customer feedback. A "customers first" attitude will take your company far.
Tell us: What was your company's best referral and how did it help your business?