Arkansas HVACR NewsMagazine November 2022

HVACR NewsMagazine September 2022

Feature Story

baby wipes on the console can be worth using. Ring the bell and step back three steps to give the customer space to meet you. Consumers don’t like crowding and can tell if you are interested in their problem or just rushing through the process to get to the next call. Have the technician explain how they intend on handling the call and in what order they

10 Service Call Fails

Tom Turner, Air Evangelist

There are many opportunities to excel where others lose track of items to check during a service call. By placing a process in the technician’s hand, we ensure every call is handled in the same fashion without losing track of the things that count. You may have a technician that can diagnose and make repairs in short order; however, customers may complain about courtesy or friendliness. On the same day, someone with soft skills excels with the customer but fails at the technical side of the call. Both need attention and most of the time processes, or a lack of a process, is the issue. try to formulate a fix before we arrive on the call by listening to the complaint. This practice occurs most often when callbacks or return trips are made. It is best to avoid the practice, as we need all the information relative to the call. Just as the author for Crucial Conversation, Kerry Patterson puts it, “we must have facts instead of a story”. The customers description of the situation is a story most of the time. #2 Presentation at the door Too often we are in such a rush, we fail to give the customer the time we invoice for. If the last call was a rough one, take a moment to clean up. A fresh shirt or #1 Analyzing the call prior to arrival Many times, we are moving so quickly during peak seasons that we sometime

need to access property. It is a good idea to ask if others are present, if there are rooms off limits, or if pets are on site inside or outdoors.

#3 Questioning the customer There is a need to question the customer most of the time. Seldom will customers volunteer necessary information. Customers generally fear your presence as an opportunity to access their bank account. Your challenge is to put the customer at ease answering the questions necessary for a proper diagnosis. Avoid using HVAC jargon with the customer. Practice explaining processes and components in a way the typical homeowner can understand. A legitimate company will always treat customers courteously. Remember, a word-of mouth referral is worth several hundred dollars.

#4 Listening to the customer Once the customer begins to answer your questions, listen

without interrupting. Take the time to understand how the customer prefers to communicate. Some will lead and some will follow. Play the conversation to their strength. A graceful pause in