Your customer’s air conditioner is out on the hottest day of summer. Customer tempers flair and it’s your job to keep them calm, collected, and most importantly: cool.

As basic as it sounds, the number one tool for positive customer service is listening. Hear your customer out — what can you do for them? Assess the situation and get to work — with a smile. That’s what white-glove service is about.

Keep these tips in mind when confronted with a flustered customer:

• Stay true to your company’s promise. Does your company promote offers like 24-hour customer service or same-day service (and do you actually commit)? Can your team service the promotions you offer?
• Common courtesy. Are your service technicians pros at keeping the basic courtesies of customer service on point? Arriving on time, being in correct uniform, and having a courteous demeanor is just the starting line for a “cool” customer experience.
• Preparation. Is your truck prepared for a multiple visit workday? Are your tools clean and working? If you have to leave a job and return with additional materials, make sure it’s worthwhile for both you and the customer by offering good customer service, understanding of your customer’s schedule and their immediate needs.

How do you offer the best service on the hottest days?

Being ahead of the competition is one thing, but there’s nothing like being known for your company culture — which trumps any sort of advertising dollars you’d spend.

Be involved in your company, product, and most importantly — community — to become a trusted HVAC company:

Be seen

Participate in local community gatherings by entering your service vehicle into the parade. With a few employees on foot around the car (in uniform of course!) handing out business cards, incentives, or goodies, it’s definitely worth your time.

Go for a cause

Know of a local activity for a cause? Sign up as a team and volunteer. Networking will give you a chance to build customer relationships.

Be a sponsor

Get involved with a local organization or athletic group by sponsoring their cause.

• Have a big parking lot? Let groups occupy your lot for car washes and other fundraising events — you will profit in both word-of-mouth and on-site foot traffic.
• Sponsorship is inexpensive marketing — keep in mind that every sign, uniform and event is an opportunity for your logo to get some free publicity and community recognition.

An open company culture could transform your work environment. What does it mean? It means that the office and work environment is set up in such a way that interaction is unavoidable and encouraged. It’s a new concept to HVAC businesses.

Here’s how it could be the best thing you’ve ever done for your business:

1.     Encourage collaboration. Instead of performing jobs in silos, employees in an open environment are encouraged to work together to solve problems.
2.     Unify the company. The high-performance team is a unified one. They know what the common goal is, they work together to fulfill that goal everyday, and they genuinely respect each other.
3.     Improve customer experience. Imagine a world in which customers have a whole team to support them, instead of one technician with (potentially) limited resources. That’s what a collaborative team will provide.

A common theme among these advantages? Communication.

How do you think an open environment could work for HVAC companies?

Tax credits haven’t gone away yet, but a lot of dealers have told me that they don’t think it’s as big of a selling point anymore. I beg to differ, and here’s why: It will put you in a better spot to save your customer money and encourage solar spending, thus differentiating yourself from the competition.

Here’s how to begin that conversation with your customers:

1. Education first. Educate your clients on what tax credits can do for them. Because it’s not well-publicized anymore, many of them won’t know. Remember, your customer can’t buy if they don’t understand their options.
2. Offer a follow-up just about tax credits. Offer to follow up with your maintenance agreement customer to talk about savings options. It’s another great way to build loyalty and further educate your customers.
3. Offer specials for tax credit customers. Reward customers that pay attention to your advice — especially since the tax credits are geared toward bigger spenders who would choose solar products.

For more on qualifications on the tax credits your customers can apply for, go to energystar.gov.

Your female customer base has probably grown, since women are often the primary decision makers when it comes to large home purchases. And with field service’s bad reputation around technicians, it’s especially important to make your customers feel safe.

I have a few tips on doing just that and I know your customers will appreciate the extra mile:

1. Consider bringing a female employee on calls.
It’s smart to ask your customer if “she” can tag along. They’ll appreciate the effort, and you’ll be glad you did. It could make the potential sale a smoother process too. (Note: Don’t assume this is what your customer wants. Ask first.)

2. Send a biography.
Let customers get to know the team they’ll be dealing with. For a simplified version of a “biography,” create videos introducing each team member and send an email the day before with his or her individual video, introducing the technician.

3. Keep customers and employees together.
One trusted face versus the whole lot of the company helps with customer comfort. Though time restrictions and company size may not allow, try to keep the customer with his or her own technician on every call.