Over the course of 2010, this space will identify opportunities within customers’ homes that you may not have observed in the past. The opportunities are based on a recent homeowner survey conducted by Decision Analyst, Inc.
What are some of the steps I should be taking with existing customers, that will help to make spring and summer profitable?
Whether you sell groceries, research, or HVAC systems and services, if you continue to believe business will return to normal any time soon, your success will be limited. It’s already April. Some pent-up demand will turn into emergency service and sales in the next few weeks. How have you prepared for added calls? Are your technicians and sales forces ready to sell system improvements, or just system replacements?
Remember, whether the system being checked is a working one and the homeowner seems satisfied, or it's one in trouble, they're in a new place, too. Do you know what they want changed with their systems? What has changed in their lives since you last talked with them: allergies, asthma, an added elderly resident? Customers still want improved systems, perhaps improved Indoor Air Quality, higher efficiencies, and/or better air distribution. When you're in their home with good news — the system is good for another season — it may just be the time to show them they can afford to improve it.
It's much easier selling improved air quality when the system's in good shape. But, that can only happen if you’re prepared to suggest it. Decision Analyst has solid evidence that many homeowners want more from their systems. Are you prepared to convince them this is the right time to improve their working systems? Beginning next month you won’t have the time to approach this type of customer again until September.
Garry Upton, of Decision Analyst, Inc., shares his interpretations of its American Home Comfort Study of homeowners, and explores what customers look for in HVAC contractors. To learn more about this study, or to purchase it, contact Garry at [email protected].