For your heating, ventilation, and air conditioning (HVAC) business to succeed, you need to grow your client base.
This is why so many business owners are so focused on their marketing efforts to reach new clients. However, did you know that there’s something more profitable than spending your marketing dollars in attracting new clients?
Your existing customers.
Statistics show that the probability of selling your service to a new client is only at 5 to 20%. However, the probability of selling to an existing client is between 60 to 70% percent. Also, did you know that it’s five times more expensive to acquire new clients than retain existing ones?
That said, developing a customer retention strategy is critical. This article shares some tips on how you can build loyal HVAC customers that keep coming back for your services.
1. Use Technology
Technology has made our lives a lot more convenient and easier. And in this modern world, there’s technology for just about any task in the workplace.
For instance, HVAC commercial software can maximize the scheduling process and streamline customer management. With reliable software, you can improve customer service experience and build their loyalty.
Not only that but adopting new technology can also help simplify your HVAC operations as well as increase the productivity and efficiency of your technicians. As a result, you become better equipped in serving your customers which increases their satisfaction.
2. Provide Professional Services
To satisfy your clients, you need to provide the professional service they expect you to deliver. Make your HVAC technicians look sharp and presentable in uniform. You also need to equip them with the right tools to do their job properly. Also, consider investing in professional-looking vehicles to enhance brand image.
Providing timely HVAC services is also critical. When a customer calls for a repair or service, attend to them right away as they’re not willing to wait hours or days for that service.
Make sure your HVAC technician is always punctual, looks professional, and behaves accordingly to maintain a positive brand reputation.
3. Show You Care
In order to create a loyal customer base, you need to take care of them. One of the reasons why customers quit coming is the attitude of indifference shown by your staff. Customers want to know you care about them and they’re not just some profit-generating assets to your business.
That said, you should train your technicians to be courteous and pleasant when dealing with a client.
You also need to be proactive. Take the initiative to call your clients or send them a follow-up message once the work is done. Calling or emailing your customer within 24 hours after a service is provided goes a long way in making sure that everything went well and demonstrates that you care about your customers.
Following up after the service isn’t enough. You need to show your customers you’re with them for the long term. Check your records and look for clients you haven’t talked to in a while. Who’s due for system maintenance or upgrade? You can give your clients a friendly reminder about regular maintenance schedules.
Moreover, you can send emails to your customer list at least once a month. It would be helpful to attach materials that will help improve their HVAC systems including tip sheets, how-to ideas, code updates, new industry trends, or new product brochures.
4. Always Respond
You appreciate customers who take your follow-up calls. So, extend the same courtesy and take their calls.
Whether the concern is minor or serious, always respond to your customer’s call in a timely manner. HVAC contractors who take the time to answer questions or resolve concerns are more likely to satisfy their clients and earn their loyalty.
This can also be a great opportunity to schedule visits and offer your services.
5. Create A Loyalty Program
A loyalty program is a marketing strategy that encourages your existing customers to continue using your services.
As preferred customers, loyalty program members can receive special offers and discounts from your company. This can make them feel more valued and appreciated, which increases their satisfaction and loyalty.
Whether it’s VIP treatment, a free service, cashback, or exclusive perks, your reward should be valuable to your existing customers.
Some ideas for an HVAC loyalty program are:
- Giving customers a discount on their next service agreement
- Offering a price guarantee that locks in service rates for the life of the HVAC equipment you installed
- Offering cashback toward new HVAC equipment purchases or new services
- Providing point credit when they refer your services to someone they know
As an HVAC business owner, your focus should not be limited to having trained technicians and powerful equipment. These only make sense if you have loyal customers who trust the services your company offers.
By following the above strategies, you can significantly increase customer satisfaction, thus boosting loyalty to your business. In turn, it can help generate profits that will keep your business thriving in the HVAC industry.
About the Author
Francis McAuley is an HVAC technician. He has been providing good services and his customers leave good feedback for his work. He’s also a freelance writer who writes and shares his knowledge and expertise. Francis enjoys camping, swimming, and hiking.