Residential HVAC is a fulfilling business to be in. Whether be it servicing a furnace or installing an air conditioning unit, the individual is doing important work to help keep families in the community safe and comfortable. The work also comes with perks such as good margins, some great customers, and the ability to set varying pricing and schedule.

If an individual is in a growing business in this space, chances are that they have seen more than a few hectic days. Days where it becomes difficult to juggle crews, instruct technicians on necessary job details, and answer client calls, all at the same time. In theory, this chaotic day-to-day is a good problem to have. In practice, it can get really tiring, pretty fast.

Robust system to streamline operations

The work can be extremely overwhelming and if the right systems aren’t in place, the business could suffer. Lines of communication can get crossed and if time is being spent working on the wrong things, the individual could miss out on opportunities to grow. While there is no one-size-fits-all approach to managing a high growth HVAC business, by applying the right operational strategies, businesses can flourish.

Coordinating requests while dispatching techs out to do work is where many administrators and operations managers hit a roadblock in business growth. This is precisely why businesses need to implement software that lets them track jobs, view technician schedules, and flag new jobs to crew members all in one place.

This will eliminate the need to play ‘phone tag’ across the organization, which in turn will keep operations running smoothly and reduce manual errors. What’s more, if the software allows techs to automatically trigger an invoice that customers can pay on the spot, businesses can avoid hours of chasing down past-due payments and create a better cash flow.

mobile apps: Picking The right software

Businesses are encouraged to choose software with a mobile app where customers can enter the payment type

Businesses are encouraged to choose software with a mobile app where customers can enter the payment type, such as cash, check, credit, debit and a receipt can be automatically emailed to customers. This will also cut out out-of-date operations, while giving businesses access to what they need (schedules, work orders, customer information and more) at anytime from anywhere.

Having a central hub for keeping everything organized also creates the operational flexibility needed to take on work. To ensure businesses don’t have to turn new jobs down due to delayed responses or scheduling issues, a crew member can be kept flexible for this task.

In order to do this right, businesses need to calculate how much emergency work they’re losing due to unavailability and adjust accordingly, by creating a schedule with allotted time. Spacing out work won’t impact the number of scheduled installs and replacements retained, while giving businesses added time and revenue to take on emergency repairs. This strategy is only doable if businesses have the requisite software that can provide an accurate and full look into employees’ workloads.

pricing services Research Is Important

A business in high-growth mode needs to ensure their pricing reflects the services being offered. This can be done with researching of other companies in the area that are charging for the same services offered, so that the business can have a number to compare to when setting prices and also prepare to justify higher price to customers.

Setting prices higher can be advantageous for a business, if they can show customers the differentiators. Most people want work done right, and an added premium that ensures top service often won’t turn them away.

Additionally, it’s important to make sure all expenses are covered, down to the credit card fees. When pricing services, businesses need to build a file of overhead expenses, then determine the percentage profit want to charge clients.

If a business is not getting repeat clients due to pricing, they should keep that in mind when building profit margins.
Different jobs require unique services, so prices should reflect that

Varied pricing per customer

Different jobs require unique services, so prices should reflect that. A business might charge more for commercial clients than homeowners. These minor adjustments will ensure that a business makes the profit that the work deserves.

Feedback is also very important for repeat orders. If a business is not getting repeat clients due to pricing, they should keep that in mind when building profit margins. Pricing shouldn’t be static, continuous adjustments has to be made where it makes sense and extra time invested to do the research.

Ensuring exceptional customer service

It’s important to set up systems and expectations for teams to follow right out of the gate

With business growth also comes customer growth, and for residential HVAC companies that physically go into a customer’s home, it’s crucial that their services reflect the highest quality. It’s important to set up systems and expectations for teams to follow right out of the gate.

Helping crews do their best work from a technical and customer service perspective by establishing guidelines for what the business wants every homeowner to experience is the key.

Open lines of communication

Aside from ensuring that the crew keeps a clean workplace, keeping open lines of communication with customers should be a top priority for businesses. This can be as simple as answering the phone and getting a technician to a job site as soon as possible.

Often, customers come from positions of stress due to broken equipment, so having quick response time is a key differentiator between good and bad service. A good solution for this is to evolve into automating key communications that allow techs to send ‘on my way’ text messages. How a business interacts with customers is a key signifier into how the company operates, so businesses need to ensure that have the best customer service practices in place.

Never take valuable employees for granted

While it sounds simple, a high-growth business needs reliable employees to scale, so that their competition does not swoop in and scoop up an employee who doesn’t feel valued. As business ramps up, it’s easy to miss that technicians are not being dispatched to jobs that they enjoy.

If employees are constantly doing a job because they’re good at it and they don’t feel fulfilled doing that specific job, at the end of the day, they are not going to be happy. To avoid losing employees, businesses should take the time to ask what jobs they like to do and see if they can accommodate schedules to reflect their preferences.

employee retention And loyalty

A crucial factor in building a top performing team is employee retention and loyalty

A crucial factor in building a top performing team is employee retention and loyalty. Businesses should focus on creating a great atmosphere to work in. This includes keeping a pulse on what’s happening in the team’s personal lives and use that to show appreciation in meaningful ways.

One way to do this is by investing in the team’s education. For example, paying tuition fees for techs so they can get new certifications and licensing. These types of gestures show that the business cares about the success of their employees, while also helping them retain the most qualified crew members.

Incorporating software solutions and automating tedious tasks

Developing a high-growth residential HVAC company doesn’t have to be stressful if businesses know what systems and processes to implement to better manage operations.

By adopting strategies that incorporate software solutions, like Jobber, to streamline operations, automate tedious tasks and improve customer communications, the opportunity for growth is more accessible for businesses.

Organizations should focus on creating a solid operational system by doing research before pricing services, keeping customer service a top priority and not letting great employees slip away. All these strategies will work together to help maximize business growth.

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Author profile

Shawn Cadeau Chief Revenue Officer, Jobber

Shawn Cadeau is currently working in the capacity of Chief Revenue Officer at Jobber. He has previously held the coveted profiles of Chief Executive Officer at Vena Solutions, Chief Marketing Officer at FreshBooks and Senior Vice President for Global Marketing at Corel Corporation. Shawn is an alumnus of the prestigious Wilfrid Laurier University. 

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