HVAC companies rely a lot on word of mouth, as they’re often local businesses catering to local home and business owners. As such, a much higher priority needs to be placed on customer service in order to capture and retain the target audience and keep up with positive reviews. Here at East Texas Refrigeration, you get efficient service at reasonable prices by courteous technicians. For this week’s blog post, let’s examine the importance of customer service in the HVAC industry.
When you call for an appointment, it should be easy to get something that fits your schedule. Reputable HVAC companies with stellar track records are on hand to visit a customer at any time, whether for an AC repair or a furnace installation. As such, it’s important to offer 24/7 emergency repair to accommodate families who lose heat in the middle of a winter night, for example. But it’s actually more simple than that: just having a human being answer the phone when it rings to give helpful advice is important. Yes, websites are important but sometimes you just have a question that needs to be answered by someone on the other end of the line. Getting a resolution to your problem shouldn’t take four different people, a website inquiry and a voicemail to achieve.
When it comes to their interactions with customers, trust is a major factor. Fostering a long-lasting business relationship that benefits both sides through collaboration is key. That trust doesn’t just happen overnight, of course, and even when you build it up, there’s no guarantee it will stay that way. After all, it only takes one bad experience for a customer to take his business elsewhere. That’s why we respond to your inquiries right away, give you specials to save you money, and show up when we say we will — all stuff that’s nothing new but should be reminded anyway.
Consistency is an important part of reliability. Failing to show up for an appointment or showing up late without a phone call doesn’t shed you in the best light. Providing awesome customer service every single day — not jut sporadically — is what makes one company stand tall above the rest. Customers want to know they can rely on your HVAC company every day of the week. When done well, they will reward you with referrals and repeat business. When customers are about to spend hundreds or thousands of dollars on equipment and services, the least they deserve is stellar customer service.
4. Repeat Business
Positive experiences breed more positive experiences. And because it costs more to get a new customer than it does to retain her, consistency of service can ensure repeat business. Just think of what you do when you have a great experience with a company…you want to tell others, right? However, while people who have a good experience only tell between two and three people, research shows customers who have bad customer service experiences tell between nine and 20 people, according to the Houston Chronicle.
East Texas Refrigeration takes great pride in its level of customer service, providing air conditioning and heating services you can trust in Tyler, Longview, and Greater East Texas. Contact us at (903) 581-3771 or schedule service online to experience the ETR difference!