Matt, How Do You Respond When a Potential Customer Wants a Repair Price Over the Phone When No Technician Has Been to the House?
In this edition of "HVAC Skill Builder," Matt discusses how to respond to a potential customer who wants a repair price over the phone when no technician has been over the phone.
Q: How Do You Respond When a Potential Customer Wants a Repair Price Over the Phone When No Technician Has Been to the House? A: Well, the best way to handle that is to allow your dispatch team or your call taker team to let the customer know that's calling in that you need to have technician come out and do a full and complete diagnosis because if you want to make a diagnosis over the phone or have a technician speak with them over the phone, you can come to find out that the problem is not what the customer described and it may be something a little more in-depth to whatever problem they're having so the best thing to do is to explain to them why you need to have a technician come out and make a complete diagnosis and let them know that once you make that complete diagnosis that you're going to find out why the system failed in the first place and you can go ahead and give them a flat rate or a diagnostic upfront, write out the options for them, and let them select the best option that's going to meet their needs and budget.
Matt Akins is the Manager of HVACR Technical Education at ACCA.
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