HVAC customer service – why it matters and how to improve yours

Customer service is more than answering the phone. It’s about every single touchpoint a person has with your business. HVAC businesses that take a clear and consistent approach can turn one-time service calls into lasting relationships.

Exceptional service is why 78% of customers return to a business, even after a mistake. And with new customers costing businesses five times more than existing ones, loyal customers are also financially advantageous.

Building trust and customer loyalty is essential in a sector as competitive as HVAC. Here, we’ll explore practical ways to improve customer communication in your business. From building rapport on service calls to implementing reliable follow-up practices, these approaches will help you build a reputation for great service and grow your bottom line.

Learn more: 24/7 HVAC call answering

Addressing key customer frustrations in HVAC

Quality customer service is finding the best solutions to your customers’ problems. Almost 90% of customers will switch to another company if they’re unhappy with the service, so recognizing and solving customer pain points is step number one.

You’ll also want to ensure customer frustration isn’t caused by any of the following:

Poor communication during the service request

Customers expect a quick response when they call a business. If you miss their call, they’ll call your competition.

The same goes for inquiry forms on your website or third-party sites like Angi. People fill them in expecting a response, mostly within 24 hours.

Related article: The Home Service Speed to Lead Playbook

Lack of follow-up after service completion

Many HVAC businesses complete one job and move on to the next without a second thought. However, checking in with your customers shows you care and helps to resolve any remaining concerns post-service.

Whether done by email or phone, follow-ups help strengthen relationships and can lead to repeat business or referrals.

Unprofessional customer interactions

When employees are unprepared or dismissive on the phone, customers will associate these experiences with your company. As well as reducing their likelihood of returning, it also increases the risk of a negative review and unfavorable word-of-mouth.

No matter what, ensure your employees remain professional and courteous—even on the most challenging calls.

Related article: How to reply to negative reviews (with examples)

Building a customer-centric HVAC experience

Delivering excellent customer service goes beyond technical skills. It also involves active listening, empathy, and transparency.

Active listening: Customers typically call your business because they’re looking for personalized help that goes beyond the generic FAQ response they can find online. Listening carefully will let you understand their particular concerns and what steps are needed to solve the matter. When you provide tailored solutions, you meet and exceed the customer’s expectations.
Empathy: HVAC issues can be stressful for customers, especially in extreme weather. Acknowledging their frustrations and empathizing with the problem can help de-escalate tensions. Simply recognizing the situation by saying, “I understand how inconvenient this is for you,” can go a long way.
Clear communication: Communicate every step of the process, from scheduling to completion. Keep customers informed about arrival times, service details, and costs. Transparency builds trust and sets your business apart from competitors.

By implementing customer service strategies consistently, you can transform routine service calls into opportunities for lasting connections.

Training your HVAC team for excellent customer service

Exceptional customer service starts with a well-trained team, including everyone from your CSRs to your technicians. Here are a few places to start:

Role-playing exercises: Go through common scenarios to help employees practice handling difficult situations professionally. Role-playing boosts confidence and helps develop the necessary skills to deliver an excellent service in everyday and unexpected situations. Sure it’s a little awkward to start with, but it will make a difference when they’re faced with the situation in real life.
Feedback and improvement: Regularly review customer interactions and share positive and constructive feedback with your team. Celebrate successes while addressing areas for improvement with constructive feedback. This feedback loop helps create a culture of growth and development.
Soft skills training: While technical skills are essential for HVAC professionals, soft skills are just as critical, especially during customer crises. Ensure your team knows how to communicate effectively, manage conflicts, and be patient with customers.

Staff training is a continuous investment that can pay off significantly. Well-trained, engaged employees provide better service and help set your company apart. At the same time, exceptional customer service creates customer trust and loyalty.

How technology can elevate HVAC customer experiences

Technology is a powerful tool that helps your HVAC business become more efficient and competitive. First, identify gaps in your current customer service model to decide on the best investments for your business. For example, if your HVAC business is currently missing calls due to limited staff, an HVAC answering service is a tool to help.

With 24/7 support, you’ll ensure every call is answered promptly and professionally, including those after hours. As a result, you’ll improve your customer experience and stop missing all of these leads.

Besides customer service availability, you’ll also want to consider the format in which you deliver support. Some customers will call your company, while others prefer to schedule themselves online or through live chat. Combine live chat with online scheduling to provide customers with a convenient and modern way to meet their needs.

Tracking customer interactions is essential regardless of your business stage. A Customer Relationship Management (CRM) system or HVAC job management software provides insights into:

Customer interactions
Service history
Customer preferences

With this data, you can deliver a customized service that encourages long-term relationships.

Strategies for lasting HVAC customer relationships

The best customer relationships are the ones that last. Long-term relationships secure steady revenue, reduce customer churn, and generate referrals—all of which contribute to the sustained growth of your HVAC business. Our top three ways to do this are:

Use personalization in your interactions to increase customer loyalty with your business. Address customers by name, customize marketing campaigns, or send personalized follow-up messages after service calls.
Maintenance reminders are another excellent opportunity to form long-term relationships. Sending reminders will help customers avoid emergencies and position your business as a reliable and proactive provider. Memberships and servicing agreements encourage customers to commit to regular maintenance with your company, helping create lasting relationships.
Referral programs give satisfied customers an incentive to refer friends and family. Try offering discounts, rewards, or credits. A referral program helps you gain new customers while rewarding your existing ones.

Start building loyal customers with better HVAC service today

The impact of great customer service can not be understated. By creating positive HVAC customer experiences, you can transform every call into an opportunity for repeat business.

Ready to improve your HVAC company’s customer service strategy? Schedule a demo to see how AnswerForce will help you improve your customer service 24/7 and grow your business.