Customer service is one of the most important aspects of any business – especially if your main mode of business is largely service based. If you work in the AC or HVAC industry, you’ll already have some first-hand experience of what good customer service can do to bolstering your company’s reputation. In the service world, nothing is more important than your reputation and it’s important to treat every customer like they’re the first one of the day – regardless of how tired or stressed you may be.
Most people in the private sector don’t know much about air conditioning systems and will only call a repair technician when something has stopped working. This means that you have to be patient when you arrive at the scene. The last thing you want is to create an impression that you’re not interested in the customer’s feelings and their questions or that you’re in a hurry to get rid of them.
Generally speaking, you have a good chance of generating a few additional leads from a genuinely satisfied customer. In some cases, having a good rapport could prove to be even more beneficial than conventional marketing techniques as people are more likely to tell their friends and family about your amazing customer service and help you create future clients. You never know who your client is connected to so it’s important to treat your client well and nurture your relationships as they may wind up being highly beneficial in future.
Rules Of Thumb
There are a few rules that you can follow to ensure that your customer service is running smoothly and if you stick to them, you shouldn’t have any issues.
- Firstly, it’s important that you always arrive on time. This means that if you say you’re going to arrive at 10 AM – you arrive at 10 AM! It’s really that simple. Obviously, there are things that are out of our control and in the case of an emergency, it’s important that you keep your client updated. There’s nothing worse for a client than being left to ponder whether you got your times mixed up as you wait for a repairman. The idea is that repairs are supposed to be as quick and hassle-free as possible. By delaying them or making your clients wait unnecessarily, you waste their time, your time and ultimately decrease the likelihood that they will use your services again. In a world where every industry is filled with competition, this is something that you must avoid as often as possible.
- Secondly, you need to make sure that your staff is well trained and reliable. You simply cannot afford to send employees on a repair job, representing your brand, without knowing that they are properly trained and that they have the necessary qualifications for the job. Their mistakes could cost you time, money and ruin your companies reputation. So be sure to check their credentials thoroughly before you hire anyone.
- It’s also imperative that you ensure that both you and your employees are up to date with any changes that may occur in relevant technology or procedures that could affect your line of work. I’ve often been called in after the first technician simply couldn’t finish the job or did a bang-up number on it – something you should always avoid as a technician. If you don’t know how to fix something, be honest and tell your client upfront rather than waste their time, your time and their money. Nothing will anger them more than if you leave their appliance in a worse state than when you found it, so always be honest and always be upfront.
- Another important thing is that you start to get an idea of the different types of AC units that a company or business might use in their line of work. Unless you’re dealing with industrial grade HVAC systems, you’ll generally be encountering pretty standard stuff – but that doesn’t mean you shouldn’t prepare yourself for a variety of different outcomes or situations.
- When it comes to industrial repairs, it’s important to have some experience with the kinds of air conditioners that you are likely to encounter over time. Your approach to each industry is also important as it will have a direct effect on your customer service ratings. For instance, knowing what kind of machinery to expect in a hotel room versus a bank will make all the difference in how well prepared you are for the job as well as how you handle the situation.
Would a hotel room be a quick one-man job, or would it simply be better to go in with two and get the job done quickly? In a bank scenario, should you be prepared to do the repairs early before opening hours, or later after closing? How large should your team be? These may seem like inconsequential details in passing, but over time they will make a big difference in the performance of your company and how you generate a reliable client base and create a good name for yourself.
- Finally, it’s always important for me to stress that you must follow-up with your clients after a job is done. It’s as easy as sending them a personalized email thanking them for using your services as well as just asking them if everything is okay.
I’ve even heard examples of companies calling up clients from over 6 months ago just to make sure that they aren’t experiencing any latent technical issues. This helps to show your clients that you’re actually concerned about them and that they’re not just another source of income for your business. They’re more likely to reuse or recommend your service after having a good and genuine experience – which is still the best form of marketing you can get!