If you own or run an HVAC (Heating, Ventilation, and Air Conditioning) business, you are aware of how impatient customers can get when something goes wrong. Whether it’s a malfunctioning HVAC unit or a major electrical issue, they expect companies to respond immediately. Emergencies don’t always happen during business hours, and therefore, you must have a way to respond to calls. Instead of just relying on your front desk, consider using an answering service for hvac contractors. In this guide, we will discuss some of the most tangible benefits.
Availability beyond standard hours
HVAC businesses usually operate between 8 am and 5 pm, and although some companies do work on weekends on demand, this is not true for every service. In other words, your business hours are limited. However, customers aren’t willing to wait. If a caller reaches out and the call goes to the voicemail, they will quickly switch to another service. That’s a lost opportunity, and considering how often people need HVAC services, you can calculate potential losses. Even if you intend to work around the clock, attending numerous calls is rather impossible for a small front desk team.
That’s where an answering service comes in as an alternative. These companies employ trained and experienced receptionists who work virtually for small businesses in the service sector, including contractors, HVAC companies, electricians, and plumbers. No matter what time a customer calls, a live receptionist will respond and offer tailored solutions.
Better customer experience
HVAC is a competitive industry, and what distinguishes a good company from an average one is how it handles customer service. You want each client to leave a good review or rating, and that can only happen when their experience has been positive. With answering services, you can change how customers see you. Prompt responses according to specific scripts and timely assistance change perspectives.
The greater number of happy customers you have, the more business you will get, as word-of-mouth spreads quickly. Also, many callers have a tendency to see what others are saying about an HVAC company before calling them directly.
Reduced costs and pressure
To hire a receptionist, you must first get resumes, screen candidates, and complete an entire interview process. Next comes the process of training, and there are evident add-on costs, such as salaries and benefits. It is not feasible for small HVAC companies to have a large front desk. Thanks to answering services, you don’t have to worry about all that. The receptionists working for them are paid by them, and your business will only pay an agreed price.
When you reduce the work pressure on your existing front desk staff, they will likely be more productive. If live receptionists can help a customer or are unsure of how to guide them better, they can always forward calls to your team. You can retain the same level of client servicing without the added burden.
Capture business opportunities
Besides existing customers, a significant number of calls also involve people who just want to know more about your HVAC business. These are potential customers, and the details of these leads can be used for better marketing and outreach. By using an answering service, you can ensure all such calls are attended with care. If the live receptionist is unable to explain certain details, they can note down the information for your team to call later. You can capitalize on all available business opportunities.
As long as you partner with the right HVAC answering service, you will have less to worry about customer service and support. More importantly, you have complete control over how the extended virtual team handles clients.
