3 Things Customers Look For in a Local HVAC Company
The HVAC unit is one of the most expensive systems in a home. As a result, homeowners do everything they can to keep it running efficiently and properly. While they may be comfortable checking their thermostat and changing the air filters, there are some situations that require reliable, professional HVAC and air specialists. That’s where you come in! Unfortunately, some HVAC techs and business owners aren’t paying attention to the crucial factors that customers look at when choosing a company. Here are the 3 factors that homeowners value more than any others when hiring a local HVAC company. Click To Tweet
Local HVAC Company
Homeowners are savvier than ever when it comes to identifying, comparing, evaluating, and eventually dealing with contractors and HVAC companies. They understand that doing their research can mean the difference between getting a professional tech and just getting ripped off. As a result, be prepared to beef up the following:
It would not be a stretch to say that 99% of homeowners Google your business and your competitors before they ever pick up the phone. Google, Facebook, and Yelp are good, reliable sources for finding company and employee reviews. Customers especially value specific examples of honesty, customer service, and value. Encourage customers to call or text you with any negative experiences so that you can remedy the situation offline before dissatisfied customers vent online and hurt your ratings.
Older customers care more about how long you’ve been in business than younger homeowners, who generally care more about reviews. That being said, an HVAC company that’s been in business for 25 years should still reinvigorate the workforce with younger HVAC technicians. Most customers don’t think about the fact that HVAC technology is evolving and changing, so often times younger techs right out of HVAC training school will be more up to date on new technology and techniques than older techs.
When homeowners have an issue with their HVAC, it’s usually in the peak summer months or in the dead of winter. This means that they’re either stiflingly hot or freezing inside their home, and will want the problem fixed right away. That can be a challenge for some companies, as these are your peak HVAC seasons and many technicians are overextended. Ensure you that you don’t overpromise and underdeliver when it comes to setting a timeline for the customer.
Pro Tip: Be honest with customers about your timeline and they will be less likely to get frustrated and find a different company. Don’t sugarcoat your time estimations!
Think Like Your Customer
There are many factors within the HVAC industry that are important to you and your business but are not as important to your customers. Learning to think like your customers will help you identify those aspects of your marketing and business plan that need to be improved.
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