Most image-conscious businesses make a point of claiming they’re all about good customer service, but exactly what does good — or even great — customer service look like? Better yet, if you’re shopping for a new HVAC system or for a technician to do some repairs, what are the signs of great HVAC customer service?
Following are five ways to know you’re dealing with an HVAC consultant who provides great customer service.
- First contact. You can tell a lot about a company through your initial contact with them. Is the receptionist friendly, welcoming and interested? Do you get routed quickly to the person you need to speak to? Are emails followed up on or ignored?
- Appearances count. It’s never a good sign if company trucks look rundown and if technicians look scruffy, unkempt or unprofessional. A company should take pride in the impression they make. Also, does the website look professional and is it easy to navigate?
- Good communication skills. HVAC personnel need excellent communication skills to provide detailed but succinct explanations about repairs and HVAC installations. Few homeowners have more than a basic understanding of how HVAC systems work, but a good contractor will do his or her best to explain the essentials so the customer can make informed decisions.
- Thorough inspection and estimates. An HVAC contractor should come to your home to inspect your system, then provide you with a written estimate for repairs or installations. With equipment replacement, the contractor should inspect your home, noting information such as size and number of windows, number of occupants, square footage and other data to enter into a computer for an accurate sizing estimate.
- Follow-through. Once the job is done, the HVAC contractor should follow through with a call, text or email to determine customer satisfaction. Many times, you can find out how much follow-up a contractor provides by studying online ratings. If you’re not sure, ask the contractor about his or her efforts to assess customer satisfaction.
For more on what makes great HVAC customer service, contact Energy 1 Heating & Air Conditioning. We’ve served the Lorain area for 35 years.
Our goal is to help educate our customers in Lorain, Ohio about energy and home comfort issues (specific to HVAC systems). For more information about customer service and other HVAC topics, download our free Home Comfort Guide or call us at 440-201-2959.
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Energy 1 Heating & Air Conditioning
1 (440) 246-5440
Serving the Lorain, OH Area