- All businesses need to make customer service a top priority if they hope to earn long-term, loyal customers.
Customer satisfaction is the lynchpin of any successful marketing strategy. Many companies with excellent products still fail to compete against their inferior competitors, because they lack a credible customer service strategy. This became an even bigger challenge for many companies during the pandemic.
If you are skeptical of the benefits of creating a good customer service strategy, the following statistics on the importance of good customer service should change your mind:
- 96% of customers state that a good customer service strategy is one of the most important things they look for when choosing to be loyal to a brand
- 76% of customers will share positive customer service experiences with at least six other people
- 86% of customers state that they will be more likely to be long-term customers if they have a positive customer service experience during their first visit
- 87% of customers that had a positive customer experience are more likely to return to a company, which is 4.8 times higher than those with a negative experience
These statistics clearly illustrate the importance of impressing your customers. The benefits of a good customer service strategy cannot be overstated. However many brands still struggle to develop a good customer service strategy, even if they have the best of intentions.
The following guidelines can help. One of the most important things that you need to do is make sure that your customer service strategy is nuanced to the nature of your respective business.
Create a Customer Service Strategy that Aligns with the Needs of Your Respective Business
One of the biggest mistakes companies make is trying to replicate the customer service strategies of other businesses. We could write a novel on the different types of customer service strategies that you could develop for every business under the sun. Instead, we will try to show the type of strategy that you could use for a single business, which may still give inspiration to companies in other sectors.
In this post, we will give an example of some of the customer service guidelines that a hypothetical HVAC company could follow.
Customer Service Tips for a Theoretical HVAC Brand
Running any HVAC business can turn out to be time-consuming and overwhelming. Like most HVAC business owners, perhaps the current workload keeps you occupied to the extent that you even forget to concentrate on the existing customers and attracting new ones.
Customers are the foundation of every successful business, and without customer satisfaction, your HVAC business might decrease profits instead of increasing them.
Fortunately, there are many ways to increase customer satisfaction with your HVAC business. Some of these ways include the following:
1. Follow Up
If a project is complete, an email or call to your customers within 24 or 48 hours will go a long way to ensuring everything went well. This normally shows that your business cares about its customers while also offering other opportunities for customer outreach.
When following up, be sure to include an offer for discounts on future visits, marketing tips to keep HVAC units running well, or advertising sales. Make sure you also follow up a week or later.
2. Personalize Customer Service
Every sale within the HVAC industry starts with just one message sent or phone call to your business. Treating every client uniquely goes a long way in creating powerful relationships.
Using back- and front-end HVAC Software so as to arm your CSRs (customer service representatives) with important information about customers will help to create a great experience all the time. Check out, Field Service Management Software
3. Look into Customer Feedback and Reviews
The Young Entrepreneur Council has a great article on the importance of asking for customer feedback. Over a decade later, this wisdom is as important as ever. It is as important for HVAC companies as any other businesses.
An effective way for an HVAC business to improve its services and brand is to look into customer feedback and online reviews.
Positive reviews from customers can greatly improve the reputation of your business. And customers’ feedback will tell you how contented they are with the services you offer.
But it is not just positive reviews that can make you delighted. Reviews from clients may as well point out the flaws of your business. Negative reviews may help you to improve your business brand so that you can continuously look for ways to increase customer satisfaction.
So your HVAC technicians should ask for client feedback and online reviews after offering them services or when projects are completed.
4. Efficiently and Quickly Schedule Service Requests
When customers reach out to your HVAC business, ensure your team greets them in a friendly voice to show, your business is ready to schedule their needs.
Ensure your telephone agents are able to provide important details about your client’s needs to help make the right decision about doing business with you.
If your HVAC business uses a live answering service or call center, consider outfitting your team with the right tools to help customers and ascertain they interface with the customer management database.
With this, your call center will always have access to previous service details, quote prices, and schedule jobs. Callers need reassurance that their needs are being scheduled in their first calls. If your clients have to wait for someone to give them back, they can look for other providers during the wait.
The customer is king. Unless you are already familiar with this concept to win over customers’ loyalty, your HVAC business will never be able to scale up. So do everything possible to increase customer satisfaction to take your business to another level.
Customer Service is Vital to the Success of Every Business
Every business needs to make customer service one of their top priorities. They will have an easier time building a strong relationship with their customers and have a more profitable business model.