When you run a thriving (or 'need to be thriving') HVAC or plumbing store, you recognize the tough work that goes into it. you've invested hours into getting the right licenses, you figure long days in a crappy climate, and also you do your best to display your keep's economic health. In reality, did you realize that plumbing & HVAC shops have one of the highest screw ups prices of all industries in a 5-12 months duration? Your job is difficult enough as it's miles... No cause to make it any harder than it has to be.
Yet, somehow, so many hardworking, good-intending, multiple-license-carrying contractors making some of the completely avoidable mistakes when talking with leads- and it kills the relationships with their customers.
So, without further ado, here's the listing of five things you need to in no way say to a client or lead once more.
1. Expecting people to leave you a message.
As a plumbing or HVAC contractor, you need to recognize this: your customer isn't always calling you due to the fact they may be curious or they may be bored; they're calling because they've a problem. Now. inside the international of advertising, we name this ' immediacy '. They need to recognise that you may repair their problem, and you can restore it the previous day.
If you want them to leave a message, they'll just go on to the next contractor listed in Google.
2. "Can you call me back later?"
Maybe you didn't read the first rule. Answering a customer to say " I don't have time to solve your problem right now, and I won't remember to call you back, but will you call me after a while? ".
Look- I get that you're busy. But your customer doesn't care. Same outcome as #1: they'll bounce.
3. "I don’t know."
Lazy grammar aside, announcing "I don't know" to a client (or lead) doesn't exactly make you look like an expert to your area. Granted, perhaps it's something you definitely do not have an answer for, like "when turned into my ultimate protection take a look at?". whilst this occurs, don't say "I dunno". instead, say "it's an incredible question- i'll look at that and get back with a solution for you ASAP."
Even higher, provide them with a precise time when they can anticipate a response. (Ex: "i'll get again with you in 10 minutes with a solution.") however, because you just created an expectation, you better supply on that timeframe.
4. "That's not my problem", or "that's not really my job".
When a client reaches out to you, they are seeking out you to remedy their trouble- now not pass the greenback. Rather than wiping your fingers of some thing their difficulty is, try and help them remedy it. For instance, if a purchaser wishes to help know-how their bill, simply say "this is a top notch question- allow me stroll through it with you" or "permit me get the workplace on the line, and we're going to help ruin it down".
Even better if it's something that absolutely WOWS your client. For example, if your client left you a residence key so that you can do their process whilst they're at work, take the greater step to take their poodle for a stroll earlier than you go away. Taking a few minutes extra to head the greater mile to take care of your clients can pay returns in huge dividends- and remarkable reviews online.
5. Do not get into arguments with your customers. Period.
I know that your job is tough, and I know that you deal with some 'interesting' people from time-to-time. But there is no positive outcome of arguing with a customer. Ever.
Especially if that argument is online. If a customer leaves you a bad review, avoid responding tit for tat. The thing about digital reviews are- they're permanent, and very, very public. Future leads don't care about the nuances about sorting through your public dirty laundry. Again- they want you to solve their problem, not make more of them.
When you have a difficult customer, do everything in your power to take the high road.
You've got a tough enough job without adding to the noise. Make your company stand out by the rest by always displaying professional customer interactions at every turn. Your company's bottom line will thank you.