Matt, How Do You Respond When a Potential Customer Says, “I Already Know the Part I Need; I Just Want Your Repair Price Over the Phone.”
In this edition of "HVAC Skill Builder," Matt discusses how to respond to a potential customer who says, :“I already know the part I need; I just want your repair price over the phone.”
Q: How Do You Respond When a Potential Customer Says, “I Already Know the Part I Need; I Just Want Your Repair Price Over the Phone.” A: One way to handle that is to let the customer kind of going back to making a complete diagnosis is that the customer may not be a qualified person to diagnose it, they possibly went on the internet, figure out what it could be, and they just want to have you come out there and put in the part. However, as a professional HVAC company, the best thing to do is to have a technician go out there, make a diagnosis, let them know what's going on and provide repair options not to say the customer may not be able to figure out what's going on. However, you want to be on the scene when you're making a diagnosis and not using it with hearsay the customer says this, a customer says that, or they think it's this and they think it's that. So again, the best course of action is try to resist that urge to give them a price over the phone or sending a technician out to install their part, but encourage them to have a technician come out and do a complete system evaluation before making any type of repairs.
Matt Akins is the Manager of HVACR Technical Education at ACCA.
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