Consumers have changed more than ever over recent years. They’re more educated and knowledgeable about purchases and technically savvy. Consumers are being bombarded with communications telling them how to spend money.
So how do you make sure that your company stands out — not only among your competition but other industries vying for the consumer’s pocketbook? I suggest you alter your approach to customers.
Give the “WOW” Experience
The customer service representative starts the customers’ “WOW” experience with your company. He or she must:
• Understand his or her importance to customers.
• Stay informed of what’s happening with the company internally.
• Understand that customers are more important than paperwork.
Technicians must understand that customers do not process their technical jargon; therefore, patience is critical. Your technicians should be master communicators so that customers will understand the problem, know available solutions, and be able to make a well-informed decision.
Comfort advisors or “salespeople” need to be great listeners, communicators, and have the ability to make the complicated matters simple for customers. For customers, they must balance the relationship among budgets, appropriate solutions, home or business needs, and customer wants to arrive at the optimally designed system that leads to customer delight.
After everything, follow-up with the customer is critical. This lets the customer know that you sincerely appreciate his or her time and ensure referrals. If the customer knows you care, they will be willing to help you succeed as a business.
Mike Moore is the HVAC Training Director at HVAC Learning Solutions, an HVAC industry expert in sales, technical, and business training. Visit Mike’s blog for more insights. Mike can be reached on Twitter @hvaclearning or on Google+ at gplus.to/hvactraining.