Creating an Exceptional Customer Experience

Posted on September 1, 2018.

At Superior Equipment Sales, our main focus is to provide superior customer service to HVAC contractors throughout Virginia because we understand that unless we help your business to succeed, we will not. Great customer service is imperative for any business because it often leads to repeat customers and referrals. Let’s dive into how your own technicians can provide an exceptional customer experience for one of their most common calls – a service visit.

First Impressions Matter

There are two things that determine the experience during a service visit: the customer’s mindset and the technician’s process. Keep in mind that the technician’s process can greatly influence the customer’s mindset – for better or for worse. Therefore, it's essential that techs communicate effectively from the moment they step onto the property.

Always greet customers with a smile and a friendly attitude. Most customers prefer not to chit chat, as they feel they are paying for your time. Just a simple introduction that includes who you are and the reason for your visit will do.

Let Them Feel Heard and Respected

Before you begin to diagnose the problem at the system itself, ask the customer about the issue – what they are experiencing and how long it’s been happening. Not only does the customer want to be heard when they have a problem, they also want to ensure that you have a thorough understanding of what they’re dealing with.

This is a great time to find out their expectations and objectives for not only this particular service visit, but also their overall goals for indoor comfort. Knowing this now helps you to present the most relevant options to them later.

Build Trust through Your Expertise

The customer called on your company for your expertise, so be ready to serve as their informal resource on all things HVAC. Whenever possible when communicating with customers, show them the problem, rather than just telling them. The visual can help improve their opinion of your honesty. Remember, they are looking for helpful, reliable information and guidance towards making the right decision.

You may even want to try this dialogue suggested by Drew Cameron, President of HVAC Sellutions and Energy Design Systems LLC:

“Before we get started, please know that my job isn’t to sell you anything you don’t want, don’t need, can’t afford, or doesn’t make sense. My job is to find out what’s happening and give you information, so you can make an informed decision. If I find anything that will improve your safety, health, and comfort; prevent future breakdowns; extend the life of your system; or save you some money on your utility costs and possibly put some money back into your pocket, I’ll let you know, and you can let me know what you’d like to do. Fair enough?”

Lastly, customers will need to know what’s involved in fixing the issue, how much it will cost, and how long it will take. Present this information in a clear, straightforward, and courteous manner. If there are several options at different price levels, be sure to explain what each entails so that they can select the solution that best fits their needs and budget.

Service Sets You Apart

In the HVAC service industry, it’s typically a company’s customer service that sets it apart and brings that ever-so-desired loyal fan base. Performing service calls in this way will tee-up positive experiences, helping to gain the repeat customers and referral business to sustain and grow your business.