Anytime you can reverse the risk for a customer — that is, put it back on yourself — they at least know that they won’t have to be trapped into a bad decision.
If marketing tells a customer why they should choose a particular service, product, or brand, then customer service is what keeps the customer coming back — or not.
It’s the behind-the-scenes people, your defensive line, that are the linchpin of your organization. These are your owners, service managers, and warehouse managers.
Automated Logic Corporation named its Field Office of the Year and Project of the Year at its 31st annual distribution meeting following the AHR Expo in Atlanta, Georgia.
Bryant Heating & Cooling Systems presented its 2019 Medals of Excellence winners. The 22 dealers were honored for outstanding customer service, sales, and loyalty to the Bryant brand.
Trane® has been named the 2019 America’s Most Trusted HVAC system by Lifestory Research. The 2019 America’s Most Trusted is a study of more than 11,000 consumers actively shopping or considering a product, and who have formed an opinion of the brand. As a result, Trane has been recognized as the Most Trusted HVAC brand.
My favorite customer is not the new customer, as strange as that may sound, but I can’t have my favorite customer without first getting a new customer. So, let’s say I have a new customer, they called for service, and our technician did a jam-up job and really impressed them. They were also impressed with our company, and even signed up for a service agreement or maintenance plan. That’s the goal, right? Attract them, book them, impress them, sign them, and keep them. But wait, there’s more.
Most every service company has had prospective customers call in to schedule an appointment with a dispatcher, only to cancel that same appointment at a later time. It could be because of a number of factors: They found a competitor with lower prices, someone who could come out sooner, and the list goes on. However, not every service contractor measures their cancellation rates.
It is just the society we live in these days. There is a general lack of patience, and when anything goes wrong, people want their pound of flesh. It is your job as the leader of your business to prevent your employees from taking the bait.