Customer relationships are sacred. One wrong move can quickly send even a loyal customer searching for a new company to use in the future. Sometimes there are clear indications that a customer is ready to jump ship, other times the reasoning is more subtle, however to the customer - it means everything. Situations like negative customer experience or poor job completion are obvious reasons why a customer would choose to move on, however sometimes there are more factors at play.
Tags: Customer Delight
Picture this: A tech returns to the office after completing a complicated, lengthy job at a customer’s home. The job was completed without any apparent kinks, however about an hour later you receive a notification for a negative Yelp review regarding that same job! Shocked, you ask the tech why they didn’t let you know that the job had gone awry and customer was unsatisfied. The tech is confused and reports that the job went well, and that they were unaware that the customer had a bad experience.
Remember how excited you were the day before you opened your doors for business? The future was uncertain, but full of untapped opportunity. You couldn't wait to get started serving all those new clients. When it comes to business and new clients, you have to take the good with the bad, and the bad means working with difficult customers. Good customers can difficult and demanding, and so remember not all difficult customers are bad; many appear to be difficult because their HVAC systems aren't working, they were unhappy with your service technicians response to their problem, or they are just having a bad day. There are many ways to successfully diffuse a difficult customer, and with that we have the top 3 ways to deal with difficult customers.
Tags: Customer Delight
posting a collection of 10 things that require zero talent. You may have seen these listx before; the message behind these lists is that anyone can make a tremendous difference in the success of their life and their profession. This has led me to reflect back to when I was a HVAC service technician. I believe for a service techician to be superior in thier career they must follow four things from this list:
According to MarketingCharts.com, some 53% of US customers surveyed in 2015 reported having switched a service provider during the prior year due to poor service. More than half of those customers said they would have not switched if the service technicians had done things differently. In order to keep your customers happy, here are 3 customer service pain points your service technicians should avoid: