Ask the Experts
Author: | May 14th, 2024

What Should Technicians Do Before Leaving a Service Call?

An HVAC Contractor in South Carolina asked:

“What should my techs do before leaving the home after they finish a service call?”

EGIA faculty member Drew Cameron started saying that the closing aspect of a service call ties into the larger experience that you want a customer to have with your business.

“How do want the customer to feel when it’s all said and done?” asked Cameron. Customers are typically spending a large amount of their budget on their HVAC system, and so Cameron also said to make sure that they need to feel like that money was well spent.

“You create an experience on every call that you go on, good, bad or indifferent. The cool thing about it is you get to determine what that is,” said Cameron.

EGIA faculty member Weldon Long also weighed in, saying that on top of performing the function of a service call, techs should understand that this is also a chance to have a sales conversation.

Drew is a renowned author, speaker, educator, coach, consultant, software developer, philanthropist, and an International Consultant Award Winner. Drew is also a president of the Cameron Family Memorial Foundation; a Board member, a Foundation Board Trustee, a Contractor University Founder & Faculty member, Resident Expert of Contractor Connect for Electric & Gas Industries Association (EGIA); a member of Black Belt Contracting (BBC).

Weldon Long is a successful entrepreneur, sales expert and author of the NY Times bestseller, The Power of Consistency – Prosperity Mindset Training for Sales and Business Professionals (Wiley). In 2003, he walked out of a homeless shelter and built an Inc. 5000 company generating cumulative sales of over $20,000,000 within just 60 months. In 2009, his company was selected as one of Inc. Magazines Fastest Growing Private Companies in America.

Our faculty members have also answered questions on other topics related to company structure and growth, including Incentivizing Technicians to Upsell Customers and Training Younger Technicians.

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