All industries get bad apple customers. It goes with the turf. But it may be that those in the HVAC may have a few more than their share. Think about it. Your cooling or heating system gives out at the most inopportune time. Tempers get riled. Nerves fray. It’s natural. But the HVAC rep must deal with this scenario with finesse. It’s estimated that businesses lose more than 40 million dollars solely due to poor customer service. Obviously handling the bad apples is key. So what are the tips? Be transparent. Explain and do not hold back. Customers would rather get the full skinny then find out something was held back later. Listen very attentively to all the customer has to say. Be patient. Some of it may even be vitriolic. But it pays to stand your ground and hear it all to the end. This gives the customer time to regroup and back off from their boiling point. It also allows them to see that the rep is on their side, or at worst neutral and willing to attend thoughtfully to the concerns expressed. Whatever happens keep the peace. It’s hard to stay cool under pressure. But it is necessary. Train your staff to do this. Do some imagined scenarios if need be. Tell them think of France, or count to 1000. Whatever works. Spend time with the reps in your company, helping them build their communication skills. Remind your reps that it is unwise to try to grab a tiger by the tail. If things are getting out of hand, at a site or on the phone, express empathy and concern and tell the customer you will get a hold of a manager for them. Sometimes vitriol arrives in text online. Do not ignore it. Always respond courteously and promptly to negative online comments and reviews. Admit wrongdoing where warranted. Mention a solution if possible. Always apologize.
Key Takeaways:
- It helps to communicate clearly, manage customer expectations, and keep customers informed at every stage in the process.
- If a customer is irate, don’t take it personally; instead, try to keep your cool.
- Always allow the customer to vent their frustration and be sure to listen to what they say.
“When you’re out working in the HVAC industry, you’ll run into some people whose attitudes might make the job more difficult than it needs to be. But even the most difficult customers aren’t a lost cause, and we’ve outlined some tactics that will help you keep their business.”
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