Arkansas HVACR NewsMagazine September 2021

HVACR NewsMagazine September 2021

State National Chapter News

excellence that consumers have relied on for more than 100 years. Businesses looking to gain a competitive edge may consider joining BBB to assure current and future customers of their quality, service, and commitment to building trust. You know you do the business the right way, but even reputable HVAC businesses must distance themselves from bad actors who continually threaten the industry with shoddy work, deceptive practices, and overcharging. What customers complain about the most: • Slowness and Unresponsiveness • Pricing Dishonesty • Rudeness • Mistakes and Shoddiness Consumers turned to BBB.org nearly 1.8 million times in 2020 to research HVAC companies. (That’s more than 11 - thousand inquiries a day!) The BBB seal helps to immediately differentiate businesses in a competitive space. Nielsen research shows that 8/10 consumers will choose a company that advertises with the BBB seal over one that does not. In addition, BBB offers HVAC professionals industry insights and annual state of the industry reports to help HVAC businesses stand out from the rest and stay abreast of industry trends. While added trust and credibility is the main benefit of partnering with BBB, there are also additional apps, tools, and advertising services that make the partnership even more profitable. Contact us today with questions, concerns, or to learn more about BBB accreditation for your HVAC business!

Word Up From the Better Business Bureau In a world filled with misinformation, now more than ever, consumers are looking for businesses that they can trust. A recent Better Business Bureau (BBB) report shows that the $104 billion HVAC industry has been more resistant to economic strains (such as COVID-19) than other types of home improvement industries. In fact, the number of customer inquiries into HVAC businesses has spiked 16% from January to May 2021, versus the same period in 2020. Inquiries rose 14% in the same period in 2020 compared to 2019. With trust on the mind of many consumers, HVAC businesses have an opportunity to leverage customer service and care in order to better serve their customers. Home improvement projects can get expensive as consumers spend an average of $500 for HVAC services. BBB and IBIS World research shows that customers value certain traits from their providers. What customers value most: • Friendliness of Employees • Communication with Customers • Skill and Knowledge of the Project • Speed of Work With more people turning to BBB to find businesses they can trust, BBB Accredited HVAC companies differentiate themselves through a set of eight standards including, building trust, advertising honestly, being transparent, and more. BBB Standards for Trust are the cornerstone of business ethics and