One of the first key hires that you make when your HVAC business is getting busy should be an HVAC Answering Service. In today’s post we will talk about key things to look for when hiring an answering service and then the ONE THING that you must watch out for that could cause major problems down the line.
Your HVAC business is booming and you’re finding that it’s becoming more and more difficult to get back to your customers and prospects. Having an answering service would be a huge help, but not just any answering service. You need one that understands your type of service business. So what should you look for?
First, a HVAC answering service that has a good reputation
It should go without saying, but check out this business like you would any other. Do your background due diligence: Better Business Bureau, state and local court searches, making sure there are any needed licenses, etc. Check with other similar businesses that may use them and get recommendations. Do your homework! If you hire a fly by night or a business that doesn’t live up to what they promise you’re not only out money, but your customers won’t get the service they deserve.
Next, ask questions.
How long are they open and answering your phones? What about emergency calls? Find out their process. How often do they let calls go to voicemail? Are there live people there during all business hours? How are they screened? What is their average employee turnover rate? It may seem like a strange consideration, but it’s important for one of the next reasons.
Next, be sure that this answering service has employees knowledgeable about HVAC work. This is important because when customers call with a problem, they want to have a company that understands their problem and can ensure them they can help them. The person answering the phone needs to know the capabilities of the technicians and the company resources to keep a simple issue from escalating to a big one, it saves the customer money and gives them a positive view of your business.
Not generating even more work for you
Last but not least, you need to make sure that your HVAC answering service is not generating even more work for you! A “normal” service will answer your phones and email or text you message. While that is nice, you could do that simply through using Google Voice.
However, if you are truly looking for this to be helpful to growing your company, you need to make sure that the answering service you hire is part of your team. They should not only answer calls, but also be able to schedule technicians and service calls right into your scheduling software. They should also be able to answer simple billing questions on the spot by checking your accounting software.
If you want to grow your company you HAVE to get these kinds of tasks off your plate and being handled quickly and competently by trained staff. Hiring a professional HVAC answering service like Contractor In Charge will allow you to take your business to the next level!