In the HVAC industry, gaining and maintaining repeat customers can be very profitable and is crucial to maintaining an advantage over your competition. Creating a profile for each of your past, current and potential customers is very important to your success, and operational software is a powerful tool for building a vital resource for your company’s future.
Statistics show that the largest percentage of sales in the service industry originates from a customer’s call in to a service provider. In the HVAC industry, service calls for repairs on malfunctioning air conditioning and heating units come in constantly, and depending on the current temperatures outside, can quickly fill a company’s schedule for weeks at a time. Taking advantage of this first point of contact is an excellent way to build a strong customer base from which you can draw on well into the future. The key factor is getting all the necessary information during the initial call.
The customer has chosen to call you in search of services, but they might not be willing to spend 20 minutes on the phone with you or your technician answering questions. What they want is someone on location as soon as possible to get their heating or air conditioning unit back in working order. This is where SaaS, such as ServiceTitan, can have a huge impact on your operations. ServiceTitan can identify your caller and, in most cases, auto-populate a portion of the information for that potential customer during that first call. That means that the individual answering the call needs only verify that information the first time and fill in the gaps, such as e-mail address, etc. All future calls from that customer will be recognized in the system, and the file for the individual’s information will be brought up on screen automatically. Information such as past services provided, specific customer service notes and even recordings of previous calls are immediately available for review.
The operational software will also provide you with information that you can use to send out messages to help stimulate repeat business. Reminders that can be sent out by both traditional and electronic means for annual product service, or even general information and offers that can help keep your company top-of-mind are great tools to use to increase your sales.
Remember, if you aren’t drawing your customers in for repeat business, you are losing a key avenue of profitability. By implementing software that can help you build a stronger relationship with your customers, you can help ensure they continue to come back to you for their service needs. Contact us today to find out more about ServiceTitan and the ways it can help you better serve your customers.