Emerging technology can help HVAC companies develop more efficient field service operations and better overall service for their customers. But with rising expenses, the cost of new state-of-the-art tools might be more than you can manage right now. Did you know there’s an affordable older technology that you can use in many ways to improve your business? Consider using video.
Every technician has a video camera right in his or her pocket. Or if you have the budget, you can use wearable cameras such as GoPro.
Here’s how you can use video to boost your field service operations and even improve customer satisfaction.
5 ways to use video to improve field service operations & customer satisfaction
Video can be used in a variety of ways to help technicians learn faster, share knowledge, and communicate more effectively with customers.
1. Get help on the spot for less experienced technicians
It’s a common dilemma: you want to give your less experienced techs the chance to work solo. But what happens when they encounter a problem they don’t know how to fix? Of course they can make a phone call and talk to someone more knowledgeable. But without being able to see what’s going on, it can be challenging for someone else to help.
Sharing a video can make all the difference. Better yet, have your technicians use Skype or Facetime to show the equipment, the situation, and any diagnostic information in real time. It’s a quick and easy way to diagnose a problem and even demonstrate a technique for making a repair.
2. Help technicians learn repair & communication skills
Your technicians-in-training have a lot to learn. You need them to pay careful attention when they are assisting your experienced technicians in the field, so they learn how to diagnose problems and make repairs. They also need to learn how to communicate with customers and other staff members on the job.
Having your helpers use video in the field can help with both. At the end of each day spent in the field observing and helping, have your junior technicians make a short video that shows what they did and describes what they learned. Doing that helps to cement the knowledge they just gained, provides a resource they can look at later for review, allows them to practice communication skills, and helps you begin to measure what they are learning.
3. Document service work for the customer
Sharing a short video that documents what your technician did on a service call can be a big hit with your customers. Let’s face it: your customers are not HVAC experts. So they’re totally trusting that you did what you promised. So why not let them actually see what you did with a video that you send along with the work order? Providing that proof can really help customers to develop confidence in you.
As your technician is doing maintenance, diagnosing a problem, or making a repair, have him take a few quick shots with his phone while explaining what he’s doing and why. Creating a short video also gives you the opportunity to explain why the job was tricky and took longer than expected, or why additional work is needed.
4. Capture information to share internally
Here in New York City, you can find every conceivable type of equipment, “creative” installation techniques, and problems that defy description. Technicians need to be able to handle anything they find in the field, even if they have never seen it before.
When they encounter something that’s a great learning opportunity for others, teach your technicians to take a quick video. They can explain what’s unique or noteworthy about the job, and share that information with the rest of the team.
5. Capture the knowledge of your most experienced technicians
This is a problem that every HVAC company faces. You have senior technicians with decades of knowledge and experience who will retire at some point. How can you capture their expertise so it won’t be lost when they eventually leave?
Have your experts create videos to demonstrate their skills, record their knowledge, and share “tips and tricks” with your less experienced staff.
More info and advice about HVAC tools and technology
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