Earning (and Keeping) HVAC Customer Trust

Trust (noun) 
1a: Assured reliance on the character, ability, strength or truth of someone or something
1b: One in which confidence is placed

HVAC business owners know their companies depend on customer trust for success. Shady HVAC company tactics — unnecessary repairs, high-pressure sales pitches and sketchy verbal agreements – leave homeowners weary and repelled.  Customer trust is not a given. HVAC companies must work to earn it.

What’s the secret to boosting customer trust while increasing replacement sales? The EverRest Method. Let’s review some of the finer points of the EverRest method that reinforce a trusting customer relationship:

Perform Thorough Inspections

Some HVAC companies encourage their technicians to spend as little time as possible inside a customer’s home. But when technicians breeze through repairs and disregard potential problems, the homeowners lose. For that reason, EverRest developed a multi-step inspection process that uncovers costly and stressful system malfunctions:

Step 1 – Lead Generation Tasks

These are inspections that should be performed at every customer call.

  • Check coils for freon leaks, excessive rust, restricted airflow and leaky pans.
  • Inspect heat exchangers for cracks and excessive rust.
  • Examine compressors for poor megohmmeter readings and low or high amperage draws.
  • Check motors for bad bearings and seals leaking lubricants.
  • Inspect air ducts for leaks, restricted airflow and mold. 
  • In addition, technicians should inspect the thermostat, tubing and drain lines for irregularities.

Step 2 – Mandatory Lead Conditions

These mandatory conditions below are problems you must address immediately after detection.

  • Look for evaporator, condenser coil or coil pan leaks.
  • Inspect for cracks in the heat exchanger or faceplate.
  • Check for grounded compressors.
  • Assess compressors with a red megohmmeter reading.
  • Investigate moldy air handlers or supply ducts.
  • Examine poor system performance or abnormally high operating costs.

Step 3 – Secondary Lead Conditions

Secondary conditions that are non-urgent but still require attention.

  • Note dirty, rusty, corroded or damaged coils, coil pans and heat exchangers.
  • Document compressors with a megohmmeter yellow reading or an unsatisfactory amperage draw.
  • Flag bearings or motors with oil leaks.
  • Point out multiple minor repairs or a single extensive repair.

Use a Solid Verification Process

Homeowners are leery about repairs and replacements they don’t understand, especially when they are pricey. It’s up to the technician and supervisor to fully explain any problems and solutions. A fully transparent verification process builds trust.

After technicians perform Lead Generation Tasks, they also follow the process for Mandatory and Secondary Lead Conditions. Since the lead tasks and conditions require a full inspection by a supervisor, the malfunctions are confirmed and verified. 

The EverRest Group’s multi-step process ensures technicians work with honesty and integrity while eliminating any pressure to close a sale. The process also mitigates any customer distrust that results from sneaky and underhanded tactics. In fact, the process empowers customers to make a decision based on verifiable facts rather than sales pressure. 

Operate with Honesty and Integrity

For some companies, honesty and integrity are buzzwords – simple jargon they use to make customers feel happy. However, for companies using The EverRest Group’s method, honesty and integrity are ingrained in everything they do. We believe operating with honesty and integrity leads to customer trust. 

In addition to running Lead Generation Tasks and uncovering Mandatory/Secondary Lead Conditions, we encourage companies to follow professional standards that include telling the truth, taking responsibility for mistakes and delivering on promises and commitments.

By following our straightforward and comprehensive method, HVAC companies can earn maximum profits, technicians leave their dignity intact and homeowners know they are getting fair and honest treatment. Make trust job one at your company.