HVACR BUSINESS SUCCESS FACTORS
 

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Terry Tanker, publisher of HVACR Business

Are You Considered a High Yield Contractor When it Comes to Putting Customers First?

Nearly all High Yield Contractors (95 percent) say they strive to be customer-oriented. This means enabling your employees to put the customer in control.

To truly be customer-oriented, you must first trust your customers not to take advantage of the situation, and then trust your employees with this empowerment.

The goal is to delight your customers and make them ambassadors of your company. It's cliché, but under-promise and over-deliver truly is a cornerstone to achieving high customer service.

You need current customers to keep buying — and buy more — to consistently generate cash to grow your business. Keeping them satisfied is how you do it.

High Yield Contractors have a large, expanding base of active customers and prospects across both residential and commercial/industrial sectors, with most projecting expansion in both areas.

An overwhelming majority see a trend toward increasing the number of residential (80 percent) and light commercial (76 percent) customers serviced in the next 2-3 years.

The trend toward increasing commercial & industrial customers is 44 percent, with a majority (52 percent) of High Yield contractors speculating no increase or decrease in this number.

This is, perhaps, the most difficult challenge for any service business. Consumers demand the highest level of service, and when it doesn't reach their expectations, they're disappointed.

Don't satisfy your customer and you'll likely lose repeat business and referrals.

To be successful, High Yield Contractors continually change and adapt to their customer's ever-changing needs and wants. If you fail to do so, you'll lose out to competitors who do.

Be proactive in putting your customers first, take an active role in keeping them satisfied and you'll soon be on your way to becoming a High Yield Contractor.

 
resources to help you grow

The Art of Customer Service

What Are Customers Looking For?

How To Deliver What Customers Really Want

Exceptional Service Doesn't Start on the Front Line

10 Strategies For Getting Good Customer Testimonials

10 Ways You May Be Failing Your Customers

Calculating the True Cost of Bad Customer Service

10 Ways to Keep Current Customers Coming Back

Maintaining Customer Interaction

Outbound Customer Service: Tools for Success

5 Telephone Customer Service Tips

Too Much Customer Service?

 

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