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Matt, How Can You Effectively Assess and Understand Customer Needs to Offer Tailored Solutions That Increase the Value of Service Tickets?

In this edition of "HVAC Skill Builder," Matt discusses increasing the value of service tickets.

How can you effectively assess and understand customer needs to offer tailored solutions that increase the value of service tickets? One thing I should do when I was in the field, before I even started looking at the system, I would take the time to sit down with the customer and ask them a few questions about their heating and cooling system. And that was able for me to look at issues in the house that most technicians might have missed. For example, asking a customer, "Do you have certain rooms that don’t heat or cool?" Or, "Do you have the dust often?" Or, "Do you have any odors that linger?" And I would sit down and let the customer explain to me what’s going on. And I would always finish before I started working on the equipment was, "Should I find anything that can cause the system not to perform as expected that could be a safety issue, or anything that you want me to bring to your attention to pro-law on the system? Would you like me to tell you about that or keep it to myself?" And most people say, "Yes, tell me about it." And once you get that permission to figure out what’s going on, then you could bring options back to the customer tailored to them based on the answers they gave you and the questioning before you started to work.

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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