At CMS Mechanical we strive for customer satisfaction in everything that we do. Our customer service team is ready to deliver fast and friendly support around the clock with our in-house call center. Call us at 800-382-3150 with any questions about your service. As an article from Refrigerationschool.com suggests, we follow similar values to keep our customers satisfied.
Honest and Hard Work
When the work your technicians perform is solid, there is no need to misrepresent it. It’s also important to recommend only the repairs that are necessary.
Upselling customers just to boost revenue can lead to short-term gains but losses in the long run. If customers discover they didn’t need additional parts or service, they might go elsewhere next time their equipment requires work.
Don’t overcharge, and explain billing clearly on your HVAC invoice. HVAC service can be pricey, and the last thing you want is to leave customers scratching their heads about what exactly they paid for.
Clear Communication and Transparency
People tend to be more suspicious of what they don’t know. In the absence of a formal HVAC education, most customers don’t understand much about how their HVAC equipment works.
When you’re asking a hefty price to repair a system, take the time to explain the work needed in language they can understand. Breaking down technical terms is an essential skill for HVAC techs and can be helpful when selling service contracts too.
Be transparent about your process. It’s ok to tell customers you’re still troubleshooting a problem and don’t have a diagnosis just yet.
Why invest in advertising and marketing, only to ignore the resulting leads? What a huge waste of time and money, not to mention lost opportunity.
But this is the case for many HVAC service companies. They’re simply ignoring customers. A big mistake in this digital age.
Performance marketing agency Valve+Meter recently found that only 60 percent of the 466 home service companies they surveyed responded to customers within a five-day time frame. Only 37 percent of the companies even called customers back at all. Over half took more than a day to respond. Seventy-one percent failed to respond within an hour.
Do you think customers enduring freezing temperatures due to broken furnaces would wait around more than a day? Probably not.
Worse, if it’s taking you more than a week to respond to dissatisfied customers, you could not only lose them but also your reputation, thanks to the ease of writing negative online reviews.
Make it a policy to call customers back ASAP.
Reliability and Consistency
Reliability and consistency are important in the HVAC industry. Customers could get very uncomfortable or even downright sick if their heating and cooling equipment isn’t repaired the right way.
Take the time to go above and beyond with your customer service. Asking questions not only about their equipment problems but also how they’re doing can show customers that your company really cares. Allowing customers to explain the issue and their frustrations can make them feel heard and improve their overall experience with your company.
Don’t be just another company who answers the phone. Strive to make connections with customers and build lasting relationships.
And once you’ve earned customers’ loyalty, keep it by consistently treating repeat customers well. Offer them the same great deals and promotions you’re giving new customers to show how much you value their business.