Fix Your Customer 1st, Then Fix Their System with Andy Holt
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- Опубликовано: 31 май 2024
- This video is a 2024 HVACR Training Symposium session by Andy Holt - "Fix Your Customer 1st, Then Fix Their System." Andy Holt specializes in customer service and has a unique approach to training through his Outdoor University program.
The most important piece of customer service advice is to approach everything from the customer's point of view. This piece of advice holds true in sales consultation and even extends to the way you answer the phone. It's important that the customer feels they've made the right choice by choosing your company, and for that reason, the beginning of each call should be deliberate, positive, and done with the end result in mind.
Andy likes to say that we're not in the HVAC business, we're in the people business. Soft skills that apply in any people-centric career also apply in HVAC, including timeliness and the common courtesies associated with it. Organization in the truck is also a great way to deliver services timely, and showing respect for the customer's home by being clean and orderly is also a green flag. Customers aren't tuned into the technical aspects of the work you do; they care about how you made them feel and what you did for them; taking care of customers ensures that you have a consistent income for a long time.
One of the best ways to make a good impression on your customers is to be a good listener who is eager to please them. Keeping a notepad on hand helps technicians take notes about the customer's comfort problems and shows the customer that they are being listened to. The notepad is also good for making sure technicians are thorough in their calls, and the thoroughness should also extend to our diagnostic processes. Being able to communicate our processes to the customer is also important for transparency, especially regarding pricing. When we communicate our findings, we should focus on the most critical items that affect the customer's comfort first.
Andy also discusses onboarding new technicians and setting them up to be successful with their customers (and in the company culture as well).
Buy your virtual tickets or learn more about the 5th Annual HVACR Training Symposium at hvacrschool.com/symposium24.
Read all the tech tips, take the quizzes, and find our handy calculators at www.hvacrschool.com/ or the HVAC School Mobile App on the Google Play Store (hvacrschool.com/play-store) or App Store (hvacrschool.com/app-store).
Solid instruction. These tips really do work.
This is heavily needed for our industry. Often times the more technically sufficient you get, you seem to treat others with less concern and divided attention. This was needed for sure
Part of being a residential technician is “putting on a show” for them. You are the actor and the world is your stage
This is an important aspect of the industry that should be the standard if you follow what this accomplished man is saying you will be worth your weight in Gold to your customers and company
Andy is one of the most down to earth guys I have ever had the pleasure of meeting.
By far one of the best classes this year.
Thank you Andy for the great class you are a big inspiration for us all.
Can I get the PDF, please?
Thank you, I enjoyed the presentation. How do I go about getting a copy of the pdf.
Fantastic video. Great tips all around. Thank you!
Great advice for anyone in our trade. Good talk 👍
I guess cat lady is universal and everyone has their own cat lady experience 😂
Anyone that says inverters suck just doesn’t know how to work on them. Mitsubishi is hands down the best out there
I love this video
Someone help me here. I just got underbid on a job where I recommended installing a one ton ducted split system for a guest house, and getting rid of the zone system they have and making the 5 ton cool just their house and the 1 ton for the guest house, as well as getting rid of all of the wyes they have coming off of their 4' plenum and building a proper trunk line with dampers for each run. Also taking the extra CFM from that guest house and making runs to their rooms that run hot. Well this other company sold them a 3 ton and came in like $1,000 under us. I feel like he has it in his head that he is getting a better deal with the 3 ton because it must be something like 3x more expensive. Both their company and our company did a manual J and came in at 60k btu they are selling him an extra 36k btus and for no reason and are winning. I won't sleep tonight.
Your solution is overwhelming to read and wrap your head around. what the other company did might not be right but at least it's simple. If I don't understand a solution then I better have a ton of trust in you to get it right or I'm not buying. I am positive that your customer didn't fully grasp the situation otherwise they would know why your solution is better and It wouldn't even be a contest...
They offered him a solution, for less hassle, less time and cheaper! Win win win!
They would have needed to be more educated as to why their solution isn't a real solution. I.E. humidity control, short cycling etc...
You both did a manuel j... Yet the customer is willingly purchasing an oversize unit because they probably don't fully grasp the importance of the Manuel j and the consequences.
Whenever we run into customers like that.. we tell them why they need it to be the proper size.. if they decline our recommendation then we don't do the work.. why would we if they don't trust our competence? Plus why would you want to have the headache of dealing with that particular customer and problem?
Also sometimes they want the bigger system "just in case" ... So stand by ur work.. you know it's right. Tell them if they Have a problem with your solution or if it struggles to keep up you will take care of it.
Also don't take it too personally... By that I mean take it as a learning opportunity but don't get too upset about it.
@@Wrecked3 it's simply my nerd brain knowing that they will have problems with this other install and I feel like a failure not being able to get them to see beyond the price. He asked me for my ultimate solution and I quoted him it, if he wanted me to be cheaper I can forget the wyes and the making of the trunk line and just get rid of the zoned setup they have, take the extra air to cool their whole house better, and install the 1 ton for like $2,500 less. I have contacted him again and pitched it to him, I hope it worked. But if I lose this job I know how it'll be done and I will never forget and it will bother me for quite a while.
@@Wrecked3 what's really funny is he bragged how he was in the refrigeration business. If the 3 ton is installed I will not forget for a long time and it will haunt me every quote I give.
Where do you reside? Come to Washington DC I can find you loads of work
@@johnwhite2576 Houston, Texas. I will die here.
🔥
it really is a shame that most HVAC techs dismiss this video as BS when all we do is deal with the public
Covid gave me limp hand 😷