HVAC Customer Service Techniques to Build Loyalty + Sales

Every HVAC company wants loyal customers. Customers who come back year after year bring predictable revenue streams. There are many factors that contribute to customer loyalty, but one of the most important is how customers are treated. That’s why it pays for HVAC technicians to learn effective customer service techniques.

Here are 5 customer service techniques and skills that make a real difference in customer experience with a service technician. And everyone can master them with the right attitude and a bit of practice.

5 customer service techniques for HVAC technicians

The fact is, nearly everyone who works in the HVACR industry should master these customer service techniques. But technicians who are working face-to-face with customers every day can get the most benefit from growing their skills. 

1. Practice active listening

Actively listening to customers brings a whole host of benefits, both for the customer and for the business. When people see that you care enough to pay attention to their concerns, they tend to trust you more, have more confidence in your ability to solve their problems, and when the job is done they report a more positive experience. And the technician gains valuable information that can help solve the problem faster, and builds a positive relationship with the customer that encourages loyalty.

So what is active listening? Here are the key components:

• Focus on what the customer is saying, without butting in or getting distracted.
• Pay attention to body language. Their words may say one thing, but their eyes and body language may tell a different story. 
• Give verbal cues (like nodding your head) to show that you hear and understand.
• Clarify what you’re hearing by paraphrasing what the customer said, to make sure you understand correctly.
• Ask questions to learn more.
• Share information about what you will do to solve the customer’s problem.

2. Show kindness and empathy

Your attitude has a big impact on how customers feel and respond to you. That’s why it’s so important to practice kindness and empathy in every situation. 

Most of the customers you visit are experiencing a frustrating problem. Naturally they are not happy. It can be helpful to imagine yourself in their shoes. How would you feel if you had to live with 90 degree heat for days while waiting for a service appointment? And what if you had little kids keeping you awake because they can’t sleep in the heat? What if you had health issues that made it difficult to breathe in the heat?

Thinking about their situation can make it much easier to dismiss short tempers, find some sympathy, and talk to the customer in a way that diffuses the tension.

Learn more> What to Say to An Angry Customer

3. Communicate clearly

While the customer needs your technical skills most of all, they also need information from you. Learning how to communicate clearly and effectively is one of the most important customer service skills. Here are a few tips:

• Use language the customer can understand. Avoid using technical jargon that’s second-nature to you, but the customer does not know. 
• Focus on what’s important to the customer. Chances are, they don’t want a detailed explanation of the problem. They are most concerned about when it will be fixed and how much it will cost.
• Answer questions and address concerns. Always ask the customer if they have any questions for you. You can often put their minds at ease, and build their trust in you, by providing information.

Learn more> 5 Customer Communication Tips for the HVAC Technician

4. Take ownership and follow up

There are going to be times when you can’t solve the problem immediately. Maybe you have to order a part, or the system is beyond repair and needs to be replaced. In that case, you might need to pass the problem along to someone else on your team.

That’s where the customer is going to be worried… and appropriately so. This is the scenario where things fall through the cracks. 

When someone else needs to take over a problem, if possible, stay in the loop and follow up until you know that another team member is taking care of the customer. And make a point of letting the customer know that you are doing that, and let them know what to expect next and when.

5. Ask for feedback

When you complete a job, ask for customer feedback right then and there. 

Customers won’t always volunteer their displeasure, so don’t assume no news is good news. Ask if they are satisfied with the service they have received and if there is more you can do to help. If the customer complains about issues that are outside your control, such as the wait time or the cost of the repair, escalate the issue to the appropriate person in your organization. 

Even if you know the outcome isn’t likely to change, you want the customer to feel that their concerns are important to your company. Make sure you treat them that way.

More HVAC customer service techniques & advice 

As a service technician, you are the person with the best opportunity to build trusted relationships with your customers, demonstrate the value of your company’s services, and keep customers coming back to you for their ongoing service needs.

Here are a couple more resources that can help build your skills:

Service Techs: How to Build Relationships with Customers

9 Customer Service Tips for Technicians in the HVACR Business

HVACR Career Connect NY was created to promote the exceptional quality-of-life benefits of a career in HVAC and Refrigeration service, and also to provide a clear path for getting started in the profession. In doing so, we serve as a resource for employers in the New York City metro area to find and hire smart and capable new technicians. We also serve as an educational resource to support business growth and to help service technicians succeed in their chosen profession.