When you think about the net value of clients in your maintenance company, it really makes you stop and consider the image you’re presenting of your HVAC business, and how it works in order to attract (and most importantly, retain!) new customers.
However, all companies make mistakes in this area, and your maintenance company is no exception. Whether it’s the lack of a proper marketing campaign or the poor training of your technicians, you’re bound to make mistakes along your career as HVAC manager. Here are the most common ones.
Manage customer’s expectations
One of the worst nightmares of any maintenance company is letting their customers down. In order to prevent this from happening, your technicians (and any other staff who interacts with clients, for that matter) should be prepared to offer a variety of solutions for your customer’s needs. They should have the necessary tools to solve common problems, and also learn how to communicate effectively with the customers – even in arguments or other tense situations.
Part of this can be achieved by simply being transparent with your customers. If your maintenance company is always clear with deadlines, requirements, work processes and invoices, chances are your customer won’t have any reason to complain. This is why customer satisfaction should be ultimately the goal of your maintenance company (besides making money, that is). In fact, customers should be at the core of any type of business, and a key element in any business strategy you plan to develop.
Value your job
OK, we understand that you may want to offer better prices than the competition. This is especially tempting when your maintenance company is just starting, and wants to achieve a position in the market. But in the long run, offering always the lowest bid ends up being a trap for the hole HVAC business field.
In the end, this kind of practice forces companies to lower rates in order to stay competitive, and this has an immediate impact on salaries, quality of work and customer satisfaction. As a business manager, you should commit to delivering only high-quality service, and this comes with a certain price tag. If you stick to it and don’t try to constantly cut expenses here and there, you’ll be showing your competitors and your customers that you take your work very seriously. Because it’s precisely this kind of professionalism what will attract new customers to your maintenance company. And if not, you may as well take a look at the next point.
Invest in online marketing
Mobile and Internet usage are skyrocketing, which means that if you don’t invest in digital marketing, create social media profiles and adapt your website to mobile screens, you’re bound to miss a large number of potential customers for your maintenance company.
Nowadays most consumers go online to find local services, which is why it’s so important for your maintenance company to have a strong online presence. Make sure your website is up to date and showcases your work properly, and join the main social media channels (Facebook, Twitter) to keep up with currents trends. This will not only ensure you’re found by potential customers who search Google, but also help you maintain closer, better relationships with your clients.
Prioritize quality and efficiency
To sum it up, you should avoid falling in the same traps most HVAC companies (and other business fields) usually fall into. Put the customer in the core of your maintenance company to make sure your work always meets their demands. Show them that you value your work and strive to achieve their complete satisfaction.
Once you define your business strategy on these pillars, you can continue working on your digital brand in order to share your message and reach even more consumers – and of course, convert them into new, loyal customers.
Here at Synchroteam we can help you make your business grow. Download our free software demo now!