As an HVAC service provider, you know just how valuable HVAC maintenance contracts can be. These are your most loyal and profitable customers, and in the words of Rihanna, you want to make them feel like they're the only girl in the world.
Now that we have that song stuck in your head, let's get down to business. How can you ensure your customers are loving your services? And how can you simplify the process of managing all your customers? Use the following tips to help you track all of your clients' needs, keep your clients up to date with education and appointments, and make room for new customers on your crowded roster.
Every client is a little different. Mary might like to pre-pay for her services, while Bob might have a recurring problem with his condenser. How do you keep track of all these little things so you can show your customers you truly care about their needs?
We recommend taking detailed notes on every client so you can have all of this information on hand for every visit. This doesn't mean jotting it down in a little black book you carry with you, that won't help if other techs make the visit. Instead, try upgrading to an electronic system that lets your entire team access client notes remotely. They'll be able to read up on every customer before every visit, making it easy to track what happens during the visit as well as what the charges will be.
Little things like this can help your customers feel valued. They'll love it if you remember that you promised a complimentary tune-up and follow up with it at the next visit, or if you remember to keep a close eye on their refrigerant levels because they may be draining quicker than usual.
Our customer management software lets you do all of this and more! You can create detailed records that let you track job updates, make comments, and populate customer-specific invoices, all with just a few clicks.
Here's the thing — most customers may know their HVAC system is on the fritz, but they don't know how or why. For many, HVAC maintenance is a thought that only pops up after a problem has already happened.
That's why it's your job to keep them informed. Teaching them about their systems as well as the value of regular HVAC maintenance means they'll be more likely to turn to you for all of their heating and cooling needs. With our CRM, you can do this by uploading photos and PDFs to answer questions and explain the ins and outs of the HVAC world.
That said, education is only the first part of the game. Even the most informed customers can forget to schedule their regular maintenance appointments. Keep your company at the forefront of their mind by sending out quarterly reminders to schedule HVAC service appointments. This is easy with our customer communication tool. Then, when they do reach out to schedule an appointment, you can easily slot them into your calendar with our job scheduler tool. Talk about easy!
We've provided some great tips for keeping your existing customers happy... but what about turning your new customers into returning customers? That's a little hard if you're only focused on your HVAC maintenance contracts. But, if you keep turning down those frantic emergency calls, eventually, you'll stop getting new customers.
Rather than turning down new customers or canceling on your existing customers, why not try something else? Using our route planning and optimization software, you may be able to find a way to squeeze in a new customer visit without sacrificing your existing customers. In other words: a win-win.
Even if it doesn't look like a surprise visit will work into the day's schedule, use our GPS tracking software to see just where your techs are at the moment. Did one of them take a lunch break across town, right next to the potential customer? If so, send them in for a quick inspection so they can meet the customer and see what the problem is. Even if they can't fix it right away, the customer is sure to appreciate the fast response.
But what if there's no way to squeeze in a visit? Should you just throw in the towel? No! Just head into the CRM and read your customer notes to see which existing customers might be flexible about a reschedule. Obviously, if your existing customer is awaiting an important repair, that won't work. But if you have a regular old maintenance appointment scheduled, that might be easy to push to another day to make room for your emergency visit.
Just remember, the key to keeping your HVAC maintenance contracts is to keep your customers happy. You can do that by using customer management software that lets you track all of their idiosyncrasies. That way, all of your techs are on the same page, even if they've never met the client before.
Keeping clients happy is about more than just tracking what happens each visit. You also need to educate them on their system and remind them to schedule regular appointments. While these reminders might annoy them at first, when one of your techs catches a major problem before it causes a cataclysmic failure, they'll be bowing to you in gratitude.
But make sure you don't spend all of your time making your existing clients happy. After all, the only way to get existing customers is by attracting new customers! Finding the right ways to integrate new customers into your schedule can take some shuffling, but it's worth it in the end.