Matt, How Do You Handle a Customer That Doesn’t Want to Pay the Service Call Charge?
In this edition of "HVAC Skill Builder," Matt discusses how to handle a customer that doesn't want to pay the service call charge.
Q: How Do You Handle a Customer That Doesn’t Want to Pay the Service Call Charge? A: Well, the one way you handle that is that you want to get that service call charge handled upfront when the client is booking the call. So it's very important that your dispatch team or whoever's taking that call, ask the customer how would they like to pay for their service call, check, cash, credit card, whatever it's going to be and you get that put into the notes so when the call gets dispatched to the technician, he can go back and say, oh, yeah, Mr.Jones, we see right here that you've opted to pay for a check today for today's service call, and that way there's no they never told me that or anything like that. You want to have it documented in the call by the dispatcher, and then before you do any work or do anything, for example, if it's a service call, go ahead and get authorization in writing that they're aware of the service call and how they're going to pay for it then you can move on with your call
Matt Akins is the Manager of HVACR Technical Education at ACCA.
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