This isn't the first time you've spent the afternoon double checking customer invoices with the accounting team due to a lack of payment paperwork collected from techs in the field. Your technicians are top notch at the work they do, but their first priority is doing a good job for their customers and sometimes they might forget the importance of keeping up with collecting payment paperwork.
You know that feeling of being a 'regular' customer?
It’s the feeling you get when you walk into your favorite coffee shop, bar, or hardware store and it’s not a stranger behind the counter — it’s your friend. They get your favorite drink, know how you take your coffee, or ask about that project you’ve been working on. Maybe you chat about your day, or how the weekend was. You leave having had a positive experience in your day, and I’m sure you’ll be back soon.
Did you know that according to the U.S. Bureau of Labor Statistics, jobs in the HVAC industry are expected to grow 15% from 2016 - 2026? That's much faster than average! Speedy growth like this means you may experience increased competition in the market — but market growth means more opportunities for your business. It also means you have to find ways to really stand out from your competitors. There are a few key actions that will help you do just that as you build a successful HVAC service business.
In a world where good technicians are hard to find, keeping them is critical.
Studies on the topic of turnover costs never turn up consistent numbers, but we can all agree that the costs exist. A review from the Center for American Progress shares that "for workers earning less than $50,000 annually—which covers three-quarters of all workers in the United States—the 22 case studies show a typical cost of turnover of 20 percent of salary, the same as across positions earning $75,000 a year or less, which includes 9 in 10 U.S. workers." But one thing is for sure: acquisition costs more than retention.
Making time to identify your business goals is tough. And actually doing it is even tougher. Here are our best tips about how to get started, followed by what we believe are the key objectives you might want to include.
How one company unlocked ServiceTitan’s features to streamline its operations, improve its customer service, and finally say goodbye to one of its biggest obstacles: mountains of paperwork.
Launched in March 2017, Titan Score was built by our Customer Experience team to help customers capitalize on ServiceTitan's comprehensive business solution. The program compiles a company's existing performance metrics into seven actionable, dynamic business practices. When these practices are applied, a company’s Titan Score goes up—indicating that they are getting the most out of their ServiceTitan platform.
To learn how to use Titan Score, we spoke with Ryan Burghardt from Greener Solutions—the first person ever to achieve a perfect 100 Titan Score. Below, Ryan tells us how he reached that perfect score and how Titan Score helps his company compete in the Central Valley’s cutthroat HVAC market.
[Ed. note: Over the next few weeks, our friends at Power Selling Pros will be guest blogging with tips that you and your call-handling team can use to convert more calls to appointments. The first entry in this series is below.]
What is the difference between a good service company, and a wildly successful one?
Attention to detail has a lot to do with it. Many companies assume that their call-handling strategy is fine if they’re making money. But overlooking ways to improve can cost hundreds of thousands of dollars in valuable leads and sales.
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.
Running a profitable HVAC business requires more than just trained technicians and powerful equipment – it demands outstanding customer service to gain referrals from loyal individuals. While your field staff may shake the hands of your customers, your CSRs are typically the first contact consumers have with your business.
It’s true that the main priority of any HVAC service technician is the service, installation and repair of heating and air systems, but in order to optimize and grow your business, these highly trained individuals need to take on double duty. On-site sales of new products, complementary services and higher-end features can equate to more revenue and help position your techs as true experts in their craft. While clearly important, on-site HVAC sales are not as easy as a brochure and a sales speech, and careful consideration needs to occur in order to maximize efforts.