How to Serve a Wide Range of HVAC Customers

HVAC business employees must appreciate the variety of personality types, lifestyles, gender differences and generational differences. Each requires its own communication style.

To be the only choice for your customers, your business must be at the top of its game, and in-tune with a changing customer base. Installers, service techs, salespeople, CSRs, and management must be better than the competition in catering to the needs of the consumer.

Employees must understand:

  1. The different generations
  2. The different genders
  3. The different lifestyles
  4. The different communication styles

Employees today need to understand the different groups of consumers, but be careful not to stereotype them. Your team must have a process for interacting with the customer. Teach your employees to adjust his or her own personality to communicate effectively with each customer’s unique personality. This allows for a consistent process that is tweaked to the circumstance. It allows your company to present unique solutions to the customer that the competition will not be able to duplicate.

Your team must have a process for interacting with the customer. Teach your employees to adjust his or her own personality to communicate effectively with each customer’s unique personality.

The customer will feel special, knowing you have their best interests at heart. They will feel empowered when interacting with your company. This will lead to satisfied consumers who will tote the virtue of your business’ customer service to their family and friends through word-of-mouth or social media.

It’s important that your employees never just check the box when dealing with your customers. It may be their 5th customer of the day, the 30thcustomer of the week, or the 200th customer of the month, but it’s the customer’s first time. The employees need to be up to the challenge of impressing every customer every time. Then they’ll know your business was the right choice.

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.

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