8 HVAC Customer Service Ideas to Win Customers 

Running a profitable HVAC business requires more than just trained technicians or a sales team – it demands outstanding HVAC customer service. Customers are looking for a smoother experience from start to finish.

According to a survey by Salesforce, 89% of customers are more likely to make another purchase after an excellent customer service experience. A study by American Express revealed that more than 33% of customers would switch companies immediately after poor customer service.

Focusing on customer needs and creating positive interactions will help you increase your sales, and a loyal customer can even lead up to 9 referrals for your company. 

So, your customer service team plays a huge role in converting a prospect into a new customer or leaving your business before they even reach the checkout. 

How do you provide that experience to your customers repeatedly?

From getting the first call to the final follow-up and beyond, our team has come up with 8 ideas that can help you to attract potential customers.

8 HVAC Customer Service Tips You Must Know

Let’s dive into the 8 tips that can help your HVAC business to attract many customers.

1. Providing on-site HVAC quotes

If your HVAC techs visit a customer’s house to address the air conditioning system or a furnace repair issue, the customer might become frustrated if he is forced to wait for several hours or even days to get the price estimate.

This can negatively impact the customer, and they may even buy products or services from other HVAC companies.

So, you need to ensure that your technicians can provide on-site estimates and warranty information and even allow them to sign off on the work on the spot.

Thus providing a quote on the spot gives you an advantage over the others. By the time your competitors have responded, you’re already moving down the negotiation path, and it becomes hard for others to catch you this way; you just got a new customer for your HVAC business.

2. Having a uniform for the HVAC team

Are your HVAC technicians showing in ratty t-shirts, in need of a shower or shave?

They might be the best technicians out there, but if they come across as disorganized, it will ruin the customer experience.

An HVAC service call may not be as formal as a board meeting, but it has as much potential as a sales pitch.

So, it becomes necessary for your technicians to follow a dress code. 

Ask your team to keep a few extra pairs of clean work shirts or polos as collared shirts project professionalism. Also, before entering someone’s home, they should wrap their shoes or work boots in plastic. This prevents dirt from entering the house and shows that you care about your customer.

3. Providing timely HVAC services

Respect your customers’ time.

Disappointing your HVAC customer before even you start working with them and having to reschedule an appointment because of miscommunication wastes the customer’s time and looks unprofessional.

When you have good time management with your team, you know exactly where your technicians are and how long they will be there- information that requires close to real-time communication between you and your technicians.

As a result, you can estimate the arrival time of a technician for a customer with a lot more accuracy and then make sure your job dispatcher sends a field tech out on schedule, and this will result in a better customer experience.

4. Building a quality customer relationship

You need to ensure that you are connected with your customers even after they have completed the purchase through consistent content marketing and notifying them about the new products or the services you are offering.

This helps keep your HVAC business top of mind, so the customer reaches out to your company when they need any service.

This can be done by providing friendly reminders through email marketing, phone calls, or text messages when it’s time to change filters, schedule an annual tune-up on their HVAC system, and even by providing discount coupons during the slow season.

This will ensure that your customers know the services you are providing and can buy the services and even share them with their friends or family about it.

5. Ask for feedback

Check in on your customers. 

When your HVAC technicians finish the job, follow up with the customer within 24 hours through a call or an email to check if things went well or not.

When you follow up, consider including a discount for further visits, promote sales for other services, or provide customer advice on keeping HVAC systems in good working order. Make sure to check in again a week or so later.

Make sure to include them on your distribution list for future communications if you send out a regular newsletter or any other type of communication.

It’s going to help them in making an informed decision if they want to do business with you or not.

6. Schedule service requests quickly

When a customer reaches you for a service call, it’s important they are greeted by friendly voices who will schedule their service request. 

You need to ensure that you understand the requirement properly and then provide them with the information such as the estimated cost and the providing accurate service windows.

Also, it is important to process these requests as the earliest.

This will help them to make an informed decision if they want to do business with you or not.

7. Explain work to your customer

With just some training, even the most un-expressive field techs can learn to share the fundamentals of the work in a super friendly manner.

For instance, new customers are not familiar with air conditioner terminologies like load calculation and condenser coil, so make sure your field techs can break it down into simple language. 

When the job is about to start, they can take a moment to describe what they will be doing, the components being installed or repaired, and how long it should take. 

And once they are done with the work, they can demonstrate the work to the customer and recommend preventive measures they should follow while using the HVAC systems.

8. Cleaning the mess after the job is done

Respecting others in the workplace and on client property is essential to a successful company. You don’t want to receive a call from the job site claiming that your technicians left cables, pipes, and plastic shavings lying around after servicing the HVAC system.

It demonstrates a lack of professionalism and casts doubt on the caliber of the work completed.

Suppose the technician clears all the mess after completing his job. In that case, it will create enthusiasm to recommend your HVAC business to other potential customers and a willingness to call you back if they want to repeat business.

These 8 HVAC customer service skills can help you attract more customers and convert them into loyal ones. But, apart from these tools, you also require professional field service management software that will improve HVAC customer service.

These field service management software are helping HVAC companies streamline their entire process. Field techs can use mobiles or tablets to ease their process – such as taking payment, creating invoices and paperwork, and even getting feedback from the customer.

It can be overwhelming to filter service management software based on your unique business needs and requirements. So, our team has selected the best field service management software for you.

FieldCamp Streamlines HVAC Business Operations

If you think you are missing out on recurring jobs or service calls from customers, the answer may be related to your customer service. 

The HVAC techs are an important part of any company, but if you find that certain team members lack customer service skills, you could damage your reputation.

HVAC software like FieldCamp can enhance customer service relationships and reduce some of the stress that accompanies running a successful HVAC business. 

With FieldCamp Service Management Software, you can reduce the chance of forgetting to follow up with a customer or having your technicians forget anything on site by using checklists.

With FieldCamp, you can combine your office and field to ensure that your team can deliver quality customer service, and you have a way to capture satisfaction surveys and reviews that help you build your brand and presence in the market.

You can take a 7-day FREE trial to get a deeper understanding of FieldCamp. If you like it, you can also raise a request to integrate it with your HVAC business.