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Matt, How Can Customer Feedback During or After Service Calls Be Used to Identify Opportunities for Additional Services or Follow-up Visits?

In this edition of "HVAC Skill Builder," Matt discusses opportunities for additional services or follow-up visits.

How can customer feedback during or after service calls be used to identify opportunities for additional services or follow-up visits? Well, during the service visit, being able to ask them questions that may be a concern to them is right there giving you permission to bring to them what you’ve diagnosed. Also, after the service call is sending out a survey. And don’t have a long survey. You want to have just a few questions surveyed to solicit honest feedback. Now, in the event you get some negative feedback, I highly recommend a service manager or someone gives a customer a call back to see how that technician could have improved that service. But also, it’s a really good way to datamine on what you’re doing really well and then taking that information and using it in the field and training the new technicians that may come into your business to increase the likelihood of having higher average tickets and customer satisfaction.

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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