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Matt, What Actions Can Technicians Take to Build Trust With Customers, Making Them More Open to Recommendations for Additional Services or Products?

In this edition of "HVAC Skill Builder," Matt discusses opportunities for additional services or products.

What actions can technicians take to build trust with customers, making them more open to recommendations for additional services or products? - The best thing to do is be honest in everything you do. Honesty goes a long way. We do understand that some customers may not be happy to receive the information that you gave them. However, you want to deliver the truth. And once you start expressing to your customers, this is what’s going on, this is how we can fix it and you’re honest, then you’re going to be able to increase that service revenue and have your company expand via word of mouth. And it kind of goes back to getting down to the root cause of the problem, inviting customers along to figure out what’s going on. You have nothing to hide. You operate in a transparent manner. You present them all the facts and then let them make an informed decision on their equipment and something that meets their budget.

Matt Akins is the Manager of HVACR Technical Education at ACCA.

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Posted In: HVAC Skill Builder, Technical Tips

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