A-1 American Technicians Excel In Customer Service
Someone once said that kindness is the social lubricant that allows all relationships worldwide to thrive, whether those relationships are business-related or just neighborly conversations about the weather. Relationships, especially those between businesses, rely
heavily on contractual obligations, but there are also elements of good-old-fashioned trust, respect and kindness that govern and oversee relationships. At A-1 American Services, we take great pains to ensure that all of our expert technicians, whether they specialize in air conditioning, heating, or plumbing, are aware of the importance of treating each and every customer with the utmost respect and kindness.
We understand that many of our customers may feel anxious or apprehensive about letting a stranger into their home to work on, say, the home’s air conditioning Newport News Va. This is a completely natural feeling, and thus it is customary for the customer to remain at home while work is being completed. This author hopes that all customers who hire A-1 American Services will feel more relaxed and comfortable with our technicians’ presence after reading this article, which explains in detail the several steps we take to train our techs in customer service and satisfaction.
Lessons We Teach
1) An unhappy employee (in this case, an unhappy technician) will radiate an unfriendly demeanor. This is why A-1 American Services makes sure our HVAC Newport News Va technicians are paid fairly and treated with respect by management. A happy technician will often ease a customer’s worries through his behavior alone. This allows the customer to lower his or her guard and helps him or her to relax. Somewhat paradoxically, a relaxed customer will enable the technician to work more effectively and in a more relaxed and concentrated manner. Through successful management, we positively affect our customer service.
2) Management at A-1 American Services also tries to emphasize the need to create a unique experience for the customer. Every customer likes to feel special, and one way we think our techs can do this is by referring to the customer on a first-name basis. While substituting the customer’s name with “Sir” or “Madame” may seem like a fine alternative, the recognition of a customer as a real human being by referring to them by their first name or last name (Mr. Smith, for example, is better than Mister or Sir) is one way we have found to enhance the customer-technician dynamic.
3) We have found that proper follow-up with a customer after the completion of an air conditioner Norfolk Va installation, for example, is helpful for the customer to feel valued. We achieve quality customer service through encouraging our customers to fill out customer experience surveys, among other things. A customer who feels valued will likely become a repeat customer, so kind treatment of the customer is also a wise business model, aside from just being the right thing to do.
4) “The customer is always right-” While our technicians obviously have more technological expertise than the customer who summoned them for a repair or an installation, we recognize that any complaints levied against the technician should taken very seriously and addressed promptly. In this way, our customer’s will feel completely satisfied, and hopefully spread word to their neighbors and friends about how A-1 American Services is a kind and helpful company. And as many people know, the most effective form of advertising is that which is spread by word-of-mouth.
5) Go above and beyond to achieve quality customer service. We try to teach our technicians to grant any wishes the customer may have above and beyond that of the reason behind the service call. For example, if an experienced technician arrives at the home of an elderly woman, our technician will try to help her with other things while there, like helping her to reach a piece of china on a high shelf, and other simple requests. This is a case where we try accommodate the wishes of the customer, but as expected this can only be done to a certain extent, as the heating and cooling Norfolk Va technician may be scheduled for another appointment just half an hour later.
6) Lastly, to enable quality customer service, we teach our technicians to educate customers when such a request is received. While specialized information about a certain heating system, for example, may be technical, it’s not Chinese, and the customer deserves to know the fundamentals of what the technician is doing to his or her property. For more customer service tips, and to learn how to emulate A-1 American Services’ approach to customer service, Click Here. Thank you for your attention, and we hope you will consider A-1 American Services for your next repair or installation!
A-1 American provides air conditioning, heating and plumbing services, like Air Conditioning Repair & New Equipment Installation to homes and businesses in the Hampton Roads Virginia cities of Virginia Beach, Chesapeake, Norfolk, Portsmouth, Suffolk, Newport News and Hampton and north into Williamsburg. A-1 American provides emergency service and repair, 24 hours a day, 7 days a week, including weekends and holidays. A-1 American charges by the job, not by the hour. A-1 American prides itself on immediate response, punctuality, courtesy and customer satisfaction. Call today 757-425-2400
