A reliable and easy way of turning people into loyal customers and even brand advocates or ambassadors is to be a professional or a company that people can trust.
Trust, however, is something you need to earn, especially if you are in the HVAC industry.
Many property owners don’t have the tools, equipment, skills and experience to fix their heating, air conditioning or ventilation equipment. They just want their appliances fixed as soon as possible. If their heater broke down, for instance, they won’t bother diagnosing or tinkering with the appliance. They’ll get in touch with a reliable emergency heating service provider or a professional who can fix their broken down appliance.
Unfortunately, many unscrupulous contractors take advantage of homeowners. Many, though, do build a trustworthy reputation in their specialties.
When building trust with your customers, take note of the following suggestions:
- Be Responsive
Some HVAC service providers ignore customers, which is a major mistake in today’s digital age.
If you want to build trust with your customers, you’ll need to be responsive. This means calling customers back as soon as possible and addressing their concerns within 24 hours. You have to respond quickly, as customers are unlikely to wait around more than a day enduring freezing temperatures due to a broken furnace (or sweltering temperatures due to a faulty AC).
- Maintain a Good Online Reputation
Trust these days can begin with first impressions, often through online customer reviews. Although customers may not always be right, they’re still customers at the end of the day – and more empowered than ever.
So take the time to check the online reviews for your HVAC business. Search for your company on Google, Bing and other similar websites. Also, check major review websites, such as Yelp, for word about your company.
Then, respond to both positive and negative reviews in a timely manner. If you’re responding to good reviews, be sure to thank the reviewer for their feedback, as well as their continued trust and support.
On the other hand, refrain from blaming the customer or getting defensive or emotional when responding to bad reviews. Stay objective and stick to the facts. Ask the writer of the negative review if they are willing to get in touch with you in person or over the phone to see if you can fix the issue.
If you need help in managing your online reputation, hire a marketing agency that can assist you with this task.
- Explain the Work to Your Customers Properly
When you’re offering your services to your customers, make sure to use customer-friendly terms when explaining the fundamentals. Most clients are not familiar with air conditioning systems technology, such as condenser coil and load calculation. So, make sure that you break down the terms using everyday language.
When the repair or maintenance is about to get underway, spend a few minutes explaining what you’re about to do, the parts for installation, replacement or repair and the amount of time needed to get the job done.
When you finish, walk the customer through the basic preventive maintenance measures and the completed work. If you installed an AC unit in a sunroom, for instance, let them know how the homeowner can keep the appliance running in good condition.
You have to be clear and transparent with what you do, as this can help build trust with your clientele.
- Respect the Time of Your Customers
Calendar and clock management can make or break your HVAC company’s relationship with customers. When you have great time management, you know exactly where your technicians are, what they are doing and how long they’ll take to complete a particular service or project – information that requires real-time communication between your contractors and your headquarters.
You, in turn, can provide customers with an accurate estimate of when a salesperson or technician will arrive. Consider giving your clients a range of a few hours. An example is between 9 am and 11 am. Then, make sure that your job dispatcher sends a technician within the given hours.
- Look Organized and Sharp
An HVAC customer service call or chat isn’t as formal as a board meeting, but this does have a potential impact on any sales pitch. If you and your technicians are going to visit houses, you’ll want to look prim and proper.
A clean shirt is necessary, so have everyone on your team keep a few spares in their fleet trucks. Looking sharp and organized projects professionalism – something you need to win the trust of your customers.
The success of your HVAC business will depend on your relationship with your customers. So take the time to build trust and deliver stellar service that keeps customers coming back for more.