Why the customer isn’t always right

Your HVAC customers aren’t always right — sometimes your most unruly customer could cost your business more than money.

I drew some tips from an expert in workplace morale and author of Happy Hour is 9 to 5, Alexander Kjerulf:

1. Employee satisfaction

When you give customers the right to abuse employees, you take away the employee happiness. Stick up for your technicians (or salespeople) when it’s right. It’s not worth sacrificing morale to semi-satisfy a customer that probably won’t be using your services again.

2. Worse service

What makes your technicians give great customer service? Perhaps it’s that they’re happy to be at work, therefore more friendly and inviting. Do your techs a favor and foster an environment that makes them want to give the best service, which means not putting up with abusive customers.

3. Sometimes they’re wrong

If your customer simply violates the terms of your agreement (e.g., not being present at their home during the appointment time), he or she really is in the wrong. Don’t be afraid to follow the same procedure with each customer. Often unruly customers get special treatment. Don’t budge when it comes to situations that could end up costing you time and money.

Tell us: What’s your HVAC business mentality with unruly customers?

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  • Meet Mike Moore

    Mike Moore isn't just an HVAC expert;
    he also knows a thing or two about
    HVAC employee training. As one of
    HVAC Learning Solutions founders
    and Director of Training, his biggest
    goal is to help HVAC leaders and
    technicians grow their business
    and build lasting skills. This
    University of Kansas grad has
    a contagious personality, a lot
    of knowledge, and a knack for
    providing HVAC training
    and development.