CUSTOMER RELATIONS

 Customer relations are extremely important to a service business and to the service technician.  Without it, there would be no business and no work….. Which means no income.  The technician is a major factor in acquiring and keeping customers.

 The HVACR industry and technicians are dependent on customers.  All technicians should be concerned with the quality of their work because customers have the right to insist on quality.  The “Looks good from my house” way of life does not go well in this trade.

 If the customer has had a previous unsatisfactory experience, customers may have some doubt as to whether they will get the quality service they are paying for.  As professionals, you should always strive to provide the best workmanship possible.  Quality work will be beneficial to you, the company, and to the consumer.  There are several things you must follow to be and look professional in the trade.

 The impression the technician makes on the customer is VERY important. Your first impression is what gets you in the door of a customers house.  The first impression begins with the technician arriving on time. Most customers must feel that their time is valuable.

 If the technician is going to be late or delayed, the customer should be called and given an explanation.  An appointment should be scheduled for either later that day or another time convenient for the customer.  Customers affected by the delay should be given priority in scheduling a makeup appointment.

 In the event of an emergency service call, all efforts should be made to arrive as soon as possible.  When arriving, Do not park in or block the customer’s driveway unless necessary.  If carrying equipment or having to make several trips to the vehicle, ask for permission to park in the driveway. The customer may suggest another location.

 Always ensure that the service vehicle is kept in a neat, clean and orderly manner.  This will help to make a good impression and provide better working conditions for the technician.  Remember the customer’s name  Always address them with Mr., Mrs., Ms.,  Sir or Ma’am can also be used when appropriate.

 When meeting a customer, be prepared to shake hands.  In many cases it may be appropriate o let the customer initiate the handshake.  Not all people like to shake hands, don’t force people too.  The technician should be friendly and always have a smile.

◦ Another major factor in first impressions and maintaining good customer relations is appearance. Included is the following: Hair- brushed or combed, neatly trimmed. Male technicians should be clean shaven or neatly trimmed beard or mustache. Female technicians with long hair may wish to contain it in a ponytail.

 Clothing- neat and clean. For most uniforms, ensure that the shirt is tucked in. A clean uniform will help to make the appropriate presentation. If you are required to wear an ID badge, wear it in plain sight.  Personal Hygiene- cleanliness is important. Hands should be washed and clean. A shower before going to bed or before leaving for work should be a regular habit. Your appearance and personal hygiene are major indicators of your personality and the quality of work you offer.

 After arriving at the customers address take a minute or two to get organized. You may have a clipboard with material to organize and review.  Think about what you are going to say and do when meeting the customer.  DO NOT flip a cigarette butt to the ground outside the truck or on the way to the house or other location.

 There should be NO SMOKING while making the service call.  After arriving at the house but before entering, put on your shoe covers.  Do not use the customer’s phone for personal calls, and do not use the customer’s bathroom without permission.

 The technician must be able to describe the service that can be provided.  Do not monopolize the conversation.  A big part of communicating is listening.  The more you listen to the customer about the problems with the system, the easier it will be to diagnose.

 Courtesyshow of respect  Courtesy and show of respect for the customer should be evident at all times.  The training and high skill level of the technician should also be evident as a result of the conversation and being able to answer and ask questions.  Telling people how capable and skilled you are is often a turnoff.

 Ask pertinent questions and do not interrupt when the customer is answering.  NEVER SAY ANYHING TO DISCREDIT A COMPETING BUSINESS.

 Conflicts and arguments with customers should be avoided at all costs.  When dealing with a angry customer, you are dealing with an emotional customer. Listen until the customer is finished before replying.  A complaint may be an opportunity to solve a problem.  The customer should feel assured that the technician is competent and that the work will be done properly and in a timely manner.

 Never  Never be critical of a customer, even in a joking manner. People hate to be criticized. It is important to be friendly.  Even when angry, most customers are good individuals. They may have had a bad experience or is disappointed, frustrated and upset.  Be sympathetic, listen carefully, and try to determine why the customer is upset.

 Do not take it personally!!  Ask the customer what you as the technician can do to help resolve the problem.  If you can resolve the problem, do it.  If you must report it to your supervisor, let the customer know that you will do this right away and will get back to them immediately if possible.

 After arriving and introducing yourself, it is important to ask as many questions as needed to have a clear understanding of the problem.  During the service call you may need to talk to the customer to explain what you have found and to indicate the parts needed and possibly state the approximate costs if they may be higher than expected.

 If you must leave the job for any reason, tell the customer the reason and when you will return. You may need to go for parts or to another job emergency, but the customer needs to be informed.  An informed customer is less likely to become angry or to complain.  Keep the customer informed of all unusual circumstances.

 Double check your work!!!  Clean the work site when finished and protect the customer’s property from damage.  After the service call is complete, tell the customer what you found to be wrong, indicate that it has been corrected, and demonstrate when possible by turning the unit on while explaining how the problem was corrected.

 Customers have the right to know exactly what they are paying for.  Talk to the customer in a language they can understand. Do not use to many technical terms.  Before leaving, billing information should be given to the customer. This should include a description of the work done and the costs.

 A good technician is also a good salesperson.  all options to resolve a problem should be presented in an honest and fair manner.  Provide estimates and work orders in writing.  A customer is buying not only service or equipment but also a solution to the problem.

 The customer may be offered an option not necessarily needed but should not be “talked into it.”  The sales and installation of a new system is not always the best option for a customer.  If the customer feels that he or she was talked into something that was not needed, there is a good chance that the transaction will end the relationship between the customer and the company.

 The company may have written recommendations for guiding the technician in presenting options.  For example: if a unit is “x” years old and the repair will cost “x” amount, a recommendation to replace the unit or system may be appropriate.

 First impressions are very important.  Appearance and hygiene are major indicators of your personality and the quality of work you offer.  As a technician, you must be a good communicator.  Conflicts and arguments with customers should be avoided at all costs.  When making a service call, ask as many questions as needed to have a clear understanding of the problem.  If you must leave a job site, tell the customer why you are leaving and when you will return.  As a salesperson, you should be honest and fair to the customer, to yourself, and to your employer.