HVAC companies are always concerned with the satisfaction of their customers, but it can be difficult to know what will help. Everyone wants something different, and you cannot please everybody. However, there are a few tips below that, when utilized properly, will keep clients happy and improve the company’s reputation. Read this article to learn ways an HVAC company can improve its customer satisfaction rates.
Table of Contents
Market Properly on Your Website and Social Media
Any HVAC company should plan to keep its website and social media channels in top condition. You do not need to maintain complex portals with graphics and audio, or video at every turn. However, you should focus on navigation to the information that customers need.
Moreover, you should keep all channels current so that customers know you are in business. Make it easy to contact your office by posting a phone number, address, and email so that you can be reached at any time. This simple step makes your business easy to find, and that is often the first step for someone who desperately needs HVAC service.
Reduce or Eliminate Inspection/Appointment Fees
Yes, an HVAC business needs to make money, but you do not want to make money on the backs of your customers. Giving your clients good value is always step one. When home or business owners realize they will not be overpaying just to schedule an appointment, they are more likely to call again in the future.
Moreover, you should be quite upfront about these fees so that everyone knows what they are getting into before a technician visits their location.
Publish Basic Fees on Your Website
While you cannot guarantee exactly how much it will cost for repairs or service to be completed, you can list basic fees for common projects. Feel free to say “starting at” in front of all these fees, giving prospective customers a better idea of how much they will spend.
This also prevents awkward conversations between technicians and business or homeowners at the time of service.
Offer Discounts and Giveaways
Setting up several discounts and giveaways for your customers will help drive traffic and make your business feel more approachable. You are not expected to lose money on these offers, but you should do something nice for clients when they have spent so much money. Offer free filters, inexpensive maintenance checkups, and much more to demonstrate that your business understands how defeating it can be to overspend on HVAC services that keep everyone comfortable.
Make Your Staff Accessible
Encourage your staff to share their phone numbers and contact information with customers. This allows previous clients to reach out quickly in the event of an emergency or when they have pressing questions. Remember, this gives community members peace of mind, and it allows your company to drive more revenue because you are so easy to contact.
Make Substantive Changes for Your HVAC Company Today
Making the simple changes listed above will humanize your business, make it feel more friendly, and give your customers the confidence to reach out at any time. These are wise marketing tools, but they also cause your business to function as a full member of the community.