Interfacing with customers is a fundamental skill in the HVAC market, whether it is the person answering the phone at a small business, a technician visiting a homeowner’s residence, or an engineer working on a large system at a customer site. How well employees interact and communicate with customers helps determine the success (or failure) of any HVAC organization.
One important skill is the ability to “think on your feet.” A survey by the commercial subsidiary of Royal Academy of Dramatic Art (RADA Business) found some interesting results about the impact of how employees provide service and interact with customers. Of respondents to the survey, 91 percent say they regularly experience situations in which employees fail to apply a “flexible way of communicating.” More troubling, 88 percent of customers make negative assumptions about an organization as a result of poor staff behavior.
improvise a creative solution
In the RADA Business survey, 46% of people say they have experienced impatient customer service
In an age of Internet commerce and automated phone systems, the ability to think “in the moment,” to respond appropriately and to improvise a creative solution are among the ways person-to-person interactions can differentiate themselves in an automated world. Adhering to a script and refusing to think creatively do not make a good impression on customers.
Customers are quick to make judgments about an organization as a result. In the RADA Business survey, 46% of people say they have experienced impatient customer service; other poor staff behaviors include unhelpfulness (45%), poor communication (38%) or rudeness (32%). There may be multiple factors impacting the survey results, of course, such as difficult customers or stressful situations.
embrace improvisational skills
Workers struggling to respond effectively and appropriately need adequate support, and RADA Business says companies should embrace improvisational skills to unlock the true potential of their workers, so they can respond to each challenge in the best way. “Customers appreciate being heard and react positively toward workers who go the extra mile, but robotic service and a diminishing ability to improvise can leave customers feeling frustrated,” says Kate Walker Miles, Tutor and Client Manager at RADA Business.
“By viewing the organization from the perspective of the customer, you can understand clearly how the business is being perceived and encourage a positive culture of improvisation.” RADA Business offers training to help support workers who struggle to think quickly and react to situations in a flexible way, tapping into the power of improvisation, which can empower an entire workforce to make imaginative yet informed decisions.
time of artificial intelligence
Small and large businesses alike need more employees who go out of their way to accommodate a customer’s request
Obviously, not providing “robotic” service is one of the ways a company can maximize the value of its employees. Person-to-person interaction is one of the skills that cannot be (completely) automated, even in our time of artificial intelligence (AI). People who think on their feet are among the most valuable assets of any HVAC company.
Small and large businesses alike need more employees who go out of their way to accommodate a customer’s request, to answer a question, to solve a problem, to overcome an objection. Making a personal connection with a customer transforms a company from a remote, faceless entity and makes it more inviting and accessible. Repeat business comes for companies that make that personal connection.
provide a supportive environment
Employees should be empowered to think on their feet and, yes, to improvise when the situation calls for it. Companies should work to nurture those skills and provide a supportive environment where employees are willing to go the extra mile. Those are the employees that will never be replaced by robots.
