Customer Service

Do You Really Know if Your Customers Are Satisfied?

It’s time to consider implementing ongoing customer satisfaction surveys

Originally published Published: 03.29.24 Author By Paul M. Berman

When a Customer Calls Your Business, Are You Prepared to Answer?

Why that first impression is so important.

Originally published Published: 03.01.24 Author By Aaron Lee

Tips From Former Home Depot CTO on Creating Exceptional Customer Experiences

Tips on creating excellent customer service for your HVAC customers

Originally published Published: 12.01.23 Author By Aaron Lee

The Power of Cross-Training CSRs and Sales Reps

Building a Versatile Call Center

Dickinson explains why cross-training CSRS and sales reps is smart business.

Originally published Published: 10.01.23 Author By Brigham Dickinson

The Formula For Leaving Customers More than Satisfied

Maintaining an ongoing relationship and communication with quality customers will result in greater revenue opportunities.

Originally published Published: 01.04.22 Author By David Dombrowski

Customer Service Teams Need Processes for Business Growth

Take your “best of” lists of what your CSRs are already saying, add in the basic rules of customer service, and make a rough draft of your phone-answering script.

Originally published Published: 10.02.21 Author By Tom Merriott

Planned Maintenance in Refrigeration is Key

Maintaining an ongoing relationship and communication with quality customers will result in greater revenue opportunities.

Originally published Published: 08.03.21 Author By Jamie Kitchen

How to Talk to Customers When it’s Hot

Your CSR’s job is to take care of each customer and make them feel you will do everything possible to get that customer’s problem taken care of quickly.

Originally published Published: 08.03.21 Author By Ruth King

Your Call Center Should be a Revenue Generating Machine

Have your customer service team become brand ambassadors for your company.

Originally published Published: 10.01.18 Author By Tom Merriott

Add Value to Your Customer Relationships

You should view your technicians’ proactive efforts as a service rather than a selling activity.

Originally published Published: 04.01.18 Author By Jim Baston

Do the Right Thing

A simple approach leads to an exceptional service experience for your customers.

Originally published Published: 01.01.18 Author By Jim Baston

Deliver an Exceptional Service Experience

Ensure all team members act together to contribute to an exceptional customer experience.

Originally published Published: 09.01.17 Author By Jim Baston

Focus on Customer Service

Transform your CSRs from simple ‘call takers’ to best-in-class customer service specialists.

Originally published Published: 08.01.17 Author By Tom Merriott

Make Customer Service Work for You

Customer service plays a major role in creating the experience the customer enjoys (or not) when doing business with us. Here are five steps you can take to make customer …

Originally published Published: 12.28.16 Author By Jim Baston

Know Your Customers and What They Really Want

Although the secret of success in service may be to profitably provide what the customer really wants, effectively addressing those wants is far from easy.

Originally published Published: 01.01.16 Author By Jim Baston

Put your clients first to propser!

Putting your customers’ interests ahead of your own will seem counterintuitive, risky and sometimes even frightening, especially at first. Eventually, though, keeping your commitment to “Clients First” will start to …

Originally published Published: 12.01.15 Author By Joseph Callaway

Earn the Trust of Your Customers

There is a direct correlation between how companies operate internally and the trust they earn from their customers. The business processes of companies directly impact a customer’s trust in those …

Originally published Published: 11.01.15 Author By Marjorie Adams

Customer Service in the Digital Age

No matter your industry, customers need a way to reach you on a continual basis. Now, more than ever, companies are beginning to create an extension of their support teams …

Originally published Published: 10.01.15 Author By Mike Walker

Three Cheers for Customer Service

Good customer service, while once the basis of competitive advantage, has become increasingly a necessary condition for doing business — particularly within mature industries such as HVACR.

Originally published Published: 09.01.15 Author By Jim Baston

Service Matters

People are anxious to share tales of terrible customer service with anyone and everyone who will stand still long enough to listen. Find a way to help customers become advocates …

Originally published Published: 08.01.15 Author By Roberta Matuson

5 Steps to Satisfy an Unhappy Customer

Both unhappy customers and happy customers deserve to be treated like they are your only customer, especially in the HVAC world.

Originally published Published: 06.08.15 Author By Gere Jordan

Avoid the Customer Service Apocalypse

Rid your company of zombies and replace them with eager, emotionally invested employees.

Originally published Published: 04.01.15 Author By James Gerdsen

Exceptional Service Doesn’t Start on the Front Line

As managers and leaders, you’re responsible for the actions of your employees and you have an obligation to ensure they’re equipped to successfully deliver upon it.

Originally published Published: 03.01.15 Author By Jim Baston

10 Ways to Keep Current Customers Coming Back

In the competitive industry of service and replacement HVAC, keeping customers has always been easier than getting new ones.

Originally published Published: 10.01.11 Author By James Gerdsen

Give Your Bedside Manner a Check-Up

Companies with a positive bedside manner create a positive customer experience. Here are four steps to creating such a manner.

Originally published Published: 07.01.10 Author By Jim Baston

Five Things Customers Require

Managing internal customers properly is critical to both bringing in revenue and turning revenue into profits. Mike Callahan offers five critical components necessary for consistently meeting the requirements of our …

Originally published Published: 07.01.09 Author By Mike Callahan

Outsource To India? I Don’t Think So!

One owner's strategy for recruiting and retaining good employees includes, billboard advertisements, high-school programs, and a web presence.

Originally published Published: 06.01.08 Author By Jeff Leone

Customers Need IAQ

Education is key to IAQ sales. One way to help consumers is to offer customer testimonials, which can be a very powerful marketing tool.

Originally published Published: 05.01.08 Author By Traci Purdum

Advance Sales Via The Web

Consumers comparison shop by surfing the Web. When they've read enough, they click to buy. Make sure your site is the one that provides them all of the information they …

Originally published Published: 02.01.08 Author By Michael Wayde

What Are Customers Looking For?

As an hvac retailer, you must focus on these items: quality work, on-time delivery, ethical corporate behavior, and convenience. Price only becomes an issue when a company fails to provide …

Originally published Published: 09.01.07 Author By Ron Smith

Reduce Service Callbacks With Tracking, Training

Callbacks are a serious problem that needs to be corrected. Ron Smith defines callback situations and offers solutions.

Originally published Published: 06.01.07 Author By Ron Smith

How To Deliver What Customers Really Want

Delivering hvac and IAQ products and services customers want and need in a way that makes their overall experiences with your company convenient and pleasant should be the primary objective …

Originally published Published: 05.01.07 Author By Jackie Rainwater

Customer Care Boosts Referrals

Customer care is all about empathy and begins with hiring. You and your co-workers must treat customers or prospective customers in such a way that they sense that you are …

Originally published Published: 10.01.06 Author By Ron Smith

Master These Four Elements for Happy Customers

There are four elements that customers are looking for from their hvac residential provider: on-time delivery, quality, professional behavior and convenience.

Originally published Published: 09.01.06 Author By Ron Smith

Calling All Customers

An outbound customer service program can inexpensively increase sales and improve responsiveness.

Originally published Published: 09.01.06 Author By Susan Hart