How to Manage Customer Expectations for Repair Service

As a service technician, you’re much more than a technical expert. An important part of your job is customer service and managing customer expectations.

HVAC and Refrigeration service companies depend on repeat business. As the main point of contact with the customer, it’s your responsibility to help build trust and keep the customer coming back.

A big part of creating customer satisfaction is knowing how to manage customer expectations.

What does it mean to manage customer expectations?

Managing customer expectations is all about communication. It’s letting the customer know what’s going to happen and when. Doing so prevents misunderstandings that can disappoint customers.

Your customer needs something from you. They have certain expectations about how and when you will do what they need. For example, they probably expect you to arrive on time. They might expect you to fix their equipment quickly, so your work doesn’t disrupt their business.

Some expectations may be realistic, and others may not. If their expectations don’t match what you deliver, your customer will be unhappy. When you manage customer expectations, you share information up front so you’re all on the same page.

Then, of course, you must follow through and do what you promised.

7 steps to manage customer expectations & build trust

1. Find out what your customer needs and expects

Before you head out on a service call, learn as much as you can about the customer, including:

• The symptoms or problem the customer has reported
• The type of equipment the customer has
• Type of business if it’s a commercial customer
• The customer’s service history
• What your scheduler or dispatcher promised to the customer.

Having this information gives you important clues about the customer’s needs and expectations. For example, is this the third call about the same problem? In that case, the customer is likely to be angry and expect poor results. You’ll need to manage expectations by projecting confidence and showing the customer you can help them.

2. Offer a heads-up about your arrival time

Let’s face the facts: the service business does not enjoy the greatest reputation when it comes to being on time for appointments. There’s a good chance your customer expects you to be late and is worried about how that will impact their day.

You can manage that expectation and help the customer by sharing your status and arrival time in advance. Your company may already have automated ways to remind the customer that you’ll be coming that day. You can improve on that practice by calling or texting the customer with a more precise arrival time, and/or letting the customer know when you’re on the way and will arrive in a few minutes.

If it turns out that you will be late, always alert the customer as soon as possible, and keep them updated on when you will arrive. Don’t forget to apologize for the delay when you get there.

3. Make a great first impression

Experts say that first impressions shape future customer expectations. Your customer already has expectations based on past experiences with your company and other service providers.

Their first impression of you can help to reinforce positive expectations, dispel negative ones, and set the stage for a great customer experience.

Making a great first impression starts with your attitude and how you communicate with the customer:

• Smile and look the customer in the eye
• Introduce yourself and call the customer by name
• Be courteous and friendly
• Listen attentively to their concerns

Learn more: 5 Customer Communication Tips for the HVAC Technician

4. Respect their time

While you want to make a connection with your customer, avoid wasting a lot of time on small talk. Your customer is paying good money for your time. What they need most is for you to fix their problem as quickly as possible.

Especially for commercial customers, show them that you understand their time is valuable. Ask them how you should let them know if you have a question while working on their equipment. If they are tied up with a customer or other important task, is there someone else you should speak with?

Let the customer know when you will check in with them. If at all possible, give them an estimate for when you expect to be finished.

5. Be a realist

When it comes to making promises about service work, you should never overpromise and underdeliver. If you do that, your customer will always be disappointed, which reinforces negative expectations.

However, be careful not to do the opposite: setting expectations too low may only reinforce a customer’s negative opinion. Even if you deliver more than you promise, it might not make a good impression or bring customer satisfaction.

The best strategy is to be realistic about what you can do and when. Then be sure to deliver on your promise, and do better if you can.

6. Be clear

Another way you can manage customer expectations is by explaining things clearly. Make sure they understand what went wrong with their system and what you will do to fix it. Speak to your customer in clear, simple language and avoid technician terms and jargon.

Leading with the good news can help: “I know exactly what’s wrong and it’s a simple part replacement.” Even if there is bad news to follow (you don’t have the part with you, for example), you give the customer confidence in you, and set the expectation that the problem will be resolved to their satisfaction.

If you’re in a situation where you can’t fix the problem immediately, be very clear about the next steps and the timeline: “I will make a call now to find out when we’ll have the part to fix your air conditioner. Then we’ll schedule a follow up appointment to complete your repair.”

If you must leave the customer without a clear timeline, always provide them with contact information so they can follow up. “Our service manager will be in touch with a quote for your replacement equipment. Here’s his email address and phone number.”

7. Manage expectations after you leave

Even when everything goes well and you complete the repair quickly, your customer might have questions.

Always ask if you can answer any questions or help them with anything else before you leave.

For example, if their air conditioner is working again but the place is still hot, the customer might want to know when they can expect the place to cool down. Answering questions helps the customer understand how to tell if everything is working as it should, and can help to prevent unnecessary worry and follow up calls.

Lastly, tell the customer what they should do if they have concerns after you leave. Give them the appropriate contact information and, if a follow up visit is needed, have them ask for you. This shows the customer you care about the outcome and their satisfaction.

More resources for service technicians

Read these articles for tips that can make you more valuable to your employer and your customers, and check out our career resources for the HVAC and Refrigeration business.