What is Great HVAC Customer Service?

Savvy consumers have little patience these days with poor customer service. The HVAC business community realizes this, but we also know that not all HVAC customers are sure what good service in our industry looks like. If you're in the market for HVAC repairs or an installation, here are some things we suggest looking for when it comes to great HVAC customer service.

Prompt First Response

Many HVAC customers are in panic mode when they call or email an HVAC company for service. They need assurance from the moment they place the call or send an email that someone will respond quickly to their emergency. Phone attendants should be patient and courteous, taking down all the information, relaying it to the right person and following up as needed. If the company uses email for service requests, someone should be regularly checking the messages and passing them on. If the company advertises 24/7 service, the customer shouldn't have to wait very long for a response.

Good Communication Skills

A contractor or technician who can't explain why a repair is needed in clear layman's terms — or summarize the scope of an installation in as much detail as the homeowner can handle — won't inspire confidence. Customers deserve a coherent explanation of what's going on with their equipment, along with estimated costs and how long repairs will take. Those purchasing new equipment need to know how conditions in the home impact the efficiency of their systems so they can plan improvements prior to installation.

Skillful Time Management

Technicians should arrive on time, as scheduled, or if there's a delay, should notify the homeowner as soon as possible. If for some reason the job has to be interrupted, the technician should explain why and exactly when the job will be completed.

Good Inventory Control

HVAC companies should maintain proper inventory in their trucks or warehouse so that parts are quickly accessible and delays minimal.

To learn more about what constitutes great HVAC customer service, contact Air Assurance. We've provided award-winning service in the Broken Arrow area since 1985.

Our goal is to help educate our customers in the Tulsa and Broken Arrow, Oklahoma area about energy and home comfort issues (specific to HVAC systems). Credit/Copyright Attribution: “Lukiyanova Natalia frenta/Shutterstock”

Customer Service: What Should You Expect From Your HVAC Contractor?

When it comes to servicing your furnace, air conditioning, or other HVAC needs, it's important to know what to expect in terms of customer service when dealing with any HVAC contractor.

Professionalism

When you call an HVAC technician, you should expect a certain level of professionalism. You should be assured that the technician is a non-smoker, background checked, and is drug tested for both your safety and peace-of-mind. The technician should be N.A.T.E. (North American Technician Excellence) certified to prove a certain level of expertise.When he or she arrives, the technician should be prompt. The contractor should be uniformed, clean and should have a proper badge and identification. You should feel secure about letting him or her into your home.

Honesty and Reliability

Your HVAC technician should be honest and trustworthy. He or she should also use the best parts when it comes to installing or repairing your HVAC system. It doesn't help you if your technician uses substandard parts which will cause a breakdown in the future.

Diagnostic Service Calls

If your HVAC system is having problems, it's important that the technician diagnose the problem thoroughly. That means that he or she has the tools needed for the job and enough spare parts on the truck so the problem can be fixed once you give the go ahead. The technician should spend as long as required to figure out the problem, no matter how long it takes. Once the problem has been diagnosed, your technician should explain the problem thoroughly to you without gibberish so that you understand what needs to be fixed. He or she should quote you a firm price for fixing the problem. By going the extra mile, your technician is performing great customer service.

For all your HVAC needs, contact Air Assurance, your experts in heating and cooling in the Tulsa area since 1985.

Our goal is to help educate our customers in the Tulsa and Broken Arrow, Oklahoma area about energy and home comfort issues (specific to HVAC systems).

Credit/Copyright Attribution: “iQoncept/Shutterstock”