When you miss calls you are missing out on new jobs. Customer expectations are higher than ever and your marketing costs make every lead like gold. Miss their call and that job is going straight to the competition. The HVAC Growth Guide shows you when you’re missing calls, how to think like your customers, and how to make the most of every call.
Learn more: 24/7 HVAC answering services
When you’re missing calls
HVAC businesses miss calls at all times of day – it’s easy just to let the call go to voicemail when you’re busy (especially if you’re a small team without dedicated CSRs). But every call matters. While after-hours inquiries and calls at the weekend are the most obvious, there are also a lot of missed calls at lunchtime and between 5 and 7 pm at the end of the working day.
Learn more: After-hours answering services
Think like your customers
Why lunchtime and at 5.30 pm? It’s when people have time. Answering every call takes a shift in mindset. It’s not about when you’re answering a call, it’s about why your customer is calling at that time of day. Put yourself in your customers’ shoes and think about their day. They’ll call immediately if it’s an emergency, but less urgent calls happen when they have a break in their day.
Know your call types
Especially with new leads you need to know what the inquiry is about and how to get them to an outcome as easily as possible. In your head you likely already know the different types of information you need and the urgency between emergency call-outs, service visits, and new installs, but do you know exactly the difference in the questions you need to ask and can you explain it to a CSR?
Building call script
Knowing the different user journeys is step one. Step two is mapping it out so whoever answers your calls knows exactly what questions to ask and the next step they need to get scheduled for the lead.
Plan for seasonal call volume increases
Summer is going to be busy this year. And while that sounds like opportunities everywhere you look, it will expose any weaknesses in your processes. The best HVAC businesses have a plan in place for their busiest times. Now is the time to start yours.
AnswerForce has your back
Knowing you need to stop missing calls is one thing, but making it happen is much, much harder. You can implement all the steps in this guide yourself, but our team is here to help make it happen faster and let you focus on growth.
For over 20 years we’ve been powering business growth by making sure you make the most of every single call.
- 24/7 HVAC answering services – with evenings, weekends, and holidays included free.
- Customized scripting, including lead capture and qualification.
- Scheduling tools and HVAC software integrations.
- Built to scale with seasonal call volume and call surges.
- Always a real person answering your calls, never a bot or AI.
Schedule a demo today and see how your business can grow with AnswerForce.