Blog/Beyond Texting

How to Provide White-Glove HVAC Customer Service

There are lots of things that are put on the backburner. Improving your customer service shouldn’t be one of them. Here are six practical tips to help you get started.

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There are lots of things you’d probably like to improve about your business. 

Maybe you want to replace your field team management software, or you’ve got a ton of HVAC marketing ideas you want to test out.

The problem? You and your team don’t have the time—so these tasks get put on the shelf. 

We get it. There are tons of things that fall into the nice-to-have bucket. But one thing you can’t ignore is your company’s customer service. 

With 113,000+ HVAC contractors in the US and counting, there’s simply too much competition to provide anything but white-glove customer service.

We’ve put these six tips together to help you improve your customer care while keeping in mind that you’re juggling a million other responsibilities. 

1. Proactively Update Customers 

The folks over at Groove found that when a customer needed to send a “checking in” email, their satisfaction scores were about 10% lower than customers who didn’t inquire.

To prevent this from happening, your team must provide accurate service windows, show up on time, and, if they fall behind schedule, communicate proactively. 

Reacting quickly here prevents customers from making needless and frustrating phone calls. Plus, you’ll show that you are customer-centric and know your customers’ time is valuable.

2. Make Sure You Record All Customer Support Issues

In an ideal world, you’d log every customer interaction. 

In reality, this rarely happens. 

Instead, you field customer service calls, try your best to keep customers happy and move on.

The problem is that without any record-keeping, you have no idea if there are obvious areas for improvement. 

The simplest way to solve this problem is to create a Google sheet that you and your team can update whenever you get a customer complaint.

This way, you can see what issues routinely crop up. You might find out that a particular technician has a time management problem or that a service you offer doesn’t align with your customers’ expectations.

3. Let Customers Text You

90% of customers want to be able to message with a business. 

As people have constant access to their phones, texting is a quick and convenient way to communicate a problem. Plus, it’s easier for your employees to respond to ten texts than make ten phone calls. 

With SimpleTexting, you can text-enable your phone number at no cost, then add it to your social media, your website’s contact page, and your Google My Business page. (This guide covers how to get started with text-based customer service in more detail.)

A lot of customers use our click-to-text button, shown below, to make it easy for people to send a pre-filled message directly from their website.

4. Add Self-Service Scheduling

As your customers get used to ordering food, taxis, and practically anything with the click of a button, they’ll expect the same when dealing with your business. 

The easier you make it for customers to work with you, the more likely they are to want to.

Our customer, Vogel Heating & Cooling, lets customers schedule their clean and checks through a scheduling software.

The team groups members by their zip code, which allows them to cluster all the appointments for a particular area into a two-week period.

They then send out a text message letting their customers know they can schedule an appointment at a time convenient for them.

5. Use Templates and Automations to Improve Response Times

Do you ever wish that you could go and hire three more customer service representatives for your HVAC business?

Assuming that your budget won’t allow you to go on this hiring spree, the next best thing to do is clone the reps you have.

We’re not talking about a mad science experiment here. 

We’re talking about using templates and automations that take minutes to set up but save you and your team hours each week.

This can be as simple as an automated email when someone emails your customer service team or fills out a contact form on your website.

Or it can be an away message when someone texts your business.

These messages don’t have to be elaborate. Both examples cut straight to the point and simply let customers know that you’ve received their message and will be in touch soon.

You can also create email or text message templates to respond quickly to common questions and save your team from manually typing out the same response over and over again.

Your customers will get responses faster, and it will prevent your team from becoming too overwhelmed to provide excellent service. 

6. Empower your HVAC Technicians to Do On-Site Quotes

One of the simplest ways you can improve your HVAC company’s customer service is by doing quotes on-site.

Often a repair or replacement is urgent, so there’s nothing more frustrating than making someone wait hours or days to find out what it’s going to cost.

It’s something that HVAC companies like AirNow actively promote, letting customers know they’ll get a complete on-site evaluation and estimate.

The Wrap on HVAC Customer Service

There was a time when a decent product at a fair price was enough to set a company up for success. 

Nowadays, that’s just a starting point. A survey of over 400 homeowners found that after a good experience with a home service company, 97% would recommend it to friends and family.

So if you want to grow your HVAC business, you have to work as hard to keep existing customers happy as you do to acquire new ones.

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