5 Tips for Improving Your Customer Experience
As a contractor, you will know the importance of ensuring that your customers are satisfied with the service they receive from you. But what if they aren’t? What would happen if, let’s say, your HVAC clients suddenly decided they wanted to use your competitors instead? How long would you survive if you had a mass exodus of customers using other people’s services? Chances are not that long, and you would be struggling to keep momentum up and attract new clientele.
So, with this in mind, placing the customer experience at the forefront of what you do can allow you to improve your corporations, boost standards, and ensure that the next time they need emergency HVAC repair service, it’s you they call. Firstly, you can check out this glossary for hvacr to help you improve your business; then, you can put the following tips into practice.
Plain English
Customers don’t want to be bamboozled by industry jargon; they want things explained to them in a way they can understand. Not everyone has in-depth knowledge or technical skills that allow them to understand what you’re telling them. Do use everyday language analogies and keep it simple. Because the more they understand, the better it will be for your business.
Make It Easy
No one wants to deal with a company that intentionally makes things difficult for them. Be it navigating your website, trying to find your contact details or getting that initial booking or quote from you. You need to streamline your processes to ensure that things are as easy as possible, which means putting your contact details on the website and using clear CTA to allow people to get in touch easily. Use Google My Business so when people look for “HVAC repairs near me”, your business meets the criteria and is pulled out in the search results.
Ensure that every time a customer gets in touch, you are using software that allows you to track their journey and store all the information in one place. Doing so means that you can easily find information when a customer gets in contact, track repairs and services and send out reminders to existing customers to inform them of maintenance, warranty expirations and more.
Give Them Options
Always present your customers with options. If they need a new furnace, show them all of the options available to them in different price ranges that will be compatible with their system. Always explain all of the options for repairs and maintenance if there is more than one route they can take and what the pros and cons are of each one. This allows them to make more informed decisions and have a say in how much their repairs will cost and avoid feeling pressured into making decisions they don’t want to or are out of their budget. Present the options equally with your professional opinion and make them part of the decisions.
Ask for Feedback
Feedback is essential to help you make improvements. If you don’t know where you are doing things right or going wrong, then you can’t be the best you can be, right? Ask for feedback on completed jobs, allow customers to submit reviews and scores based on the service they receive, and leave testimonials and reviews on external review sites such as Yelp to tell others what they think of your company and you. Take both the positive and negative and rescind accordingly to both, even if you feel it’s unfair. Then take this feedback, see if they have a valued point, if negative and how you can change this. Don’t be afraid to reach out and see if you can solve any issues, and this can give your customers a boost.
Work Clean and Efficiently
An important part of customer satisfaction is how you actually carry out the work they need. You can be pulling it out of the bag in all other areas, but if you are carrying out shoddy work, using sub-pair parts, cutting corners or working messily, then all of the other stuff will be insignificant. Always work out to the best of your abilities, carry out the work in a timely fashion and ensure your work area is clean and you leave no mess behind. The more careful you are at this stage of the customer experience, the more likely the customer is to be satisfied with your work.
Improving your customer experience as a contractor can ensure that those who do use your service call you again and again for any future work they need that falls under your expertise. The customer experience is about more than the price; it’s about all the little details, too.
