Secret 20: The 20 Secrets of Creating the Most Powerful HVAC Business in the USA!

Secret 20: 

How Do Your Customer’s Feel?  Remember, people will forget what you said and people will forget what you did, but they will not forget how you make them feel.  When you’re done with a call, and you look back at the visit, did you make the customer feel like they got a good value?  Did they feel like you really took care of them on every aspect of the call?  Their feelings are what will linger for a long time.  It’s not important what you charged them, what’s important is how they felt about what they paid you.  I once had a dealer come to my house and the entire time we spoke, he told me what a horrible day he had.  He shared everything that went wrong, even threw in some details about a fight he had with his wife.  When he left, I felt horrible.  Not only do I not remember what he did, I also forgot the details of what he said, but I remember he made me feel guilty that I bothered him with a visit to my home to fix my AC.  By the way, I also forgot who he was and his phone number, because I haven’t called him since. How you make the customer feel means everything.

 

Secret 18: The 20 Secrets of Creating the Most Powerful HVAC Business in the USA!

Secret 18: 

THINK SMALL!  Start by understanding your customer and use effective retention techniques to cut down on customer defections.  Start by setting attainable goals and projected sales increases and build on them again and again. Customers are fed up with poor service, bad marketing and being ripped off.  All you have to do is let them know you’re prepared to treat them as a human being, treat them as important, and give them a fair value.  Remember, every crisis is an opportunity.  I spoke to a small dealer the other day that was freaking out because a big competitor was aggressively attacking his market.  The big competitors in your market often lack the personal touch, personal relationships and care that you put in to your business every day.  Just as the manager of the local big box store is probably not active in the community or a member of the local chamber, most large competitors are not going to practice the personal touch that a true neighborhood marketer lives by. You’ll beat them by working the trenches, one neighborhood at a time and by building lasting relationships with the people in those neighborhoods you service.  Pick one neighborhood that you really want to own and market to it repetitively month after month.  Practice the relationship building tactics we teach you and there’s not a competitor out there that will matter to you.

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    Secret 16: The 20 Secrets of Creating the Most Powerful HVAC Business in the USA!

Secret 16: The 20 Secrets of Creating the Most Powerful HVAC Business in the USA!

Secret 16: 

What’s Your Customer Satisfaction Rating?  Most people don’t know because they never ask.  I strongly recommend that you begin a customer satisfaction survey and leave it with every home you leave.  Include a stamped and addressed envelope so they don’t have to pay to help you.  Tell them how important it is that they fill it out. Auto dealerships are the best at setting you up for the survey, before it comes to your home.  When you take delivery of that new car, the salesperson always brings it up and says if anything is less than stellar, can you please call me first?  Why?  Because they have learned the value of being able to advertise a strong customer satisfaction report.  Create one on your company today.  Ask questions pertaining to the friendliness of the staff, both on the phone and in person, timeliness of the call, professionalism, understandable explanation of issues that were found and if the problem was fixed to their satisfaction.  Once you have the results, and their positive, you can include the findings in your advertising to increase your trustworthiness.  If they’re not positive, you’ll realize where you need to make adjustments.

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    Secret 7: The 20 Secrets of Creating the Most Powerful HVAC Business in the USA!

Secret 7: The 20 Secrets of Creating the Most Powerful HVAC Business in the USA!

Secret 7:

Do Something Remarkable:  For many decades, I have preached that if you’re truly going to make a difference and have an impact on your customer, you have to do something remarkable.  So what can you do that is remarkable in the HVAC industry?  Here’s an example – Sometimes our day can get backed up and we run behind.  Always be sure to let the customer know when you may be late, but don’t stop there.  Stop by a Starbucks and get 3 or 4 $10 gift cards to have with you in your truck.  Present one to them when you walk in the home as your way of apologizing for your tardiness. Explain that the last call took longer than expected, and you felt bad for making them wait.  You’ll be surprised how this turns the call around from an upset homeowner, to your best friend in 30 seconds.  It lets them know you care, and have gone out of your way to show them your word means a lot to you.  It builds credibility and establishes trust.  And nobody is buying anything from someone they don’t trust.

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