Completing the Service Call Process (Part 2) w/ Les Fork

HVAC School - For Techs, By Techs

Bryan Orr

Training, Careers, Airconditioning, Self-improvement, Hvac, Business, Education, Refrigeration, Heating, Ac, Apprenticeship

4.8 • 985 Ratings

🗓️ 21 April 2017

⏱️ 30 minutes

🔗️ Recording | iTunes | RSS

🧾️ Download transcript

Summary

In part 2 of this conversation, we go through the condensing unit and wrap up the call with our no-fluff customer service best practices.

The service call

A thorough inspection is critical on any residential service call. A service call is an opportunity to check the integrity of the unit and the cleanliness of the blower wheel, drain, and other components. Check the charge, safeties, and five pillars. List the problems and present the solutions as suggestions. Provide appropriate timetables and provide all necessary information. If possible, you can let the customer watch you work on their system to build that trust and teach them about the unit.

If the customer gets worked up over the pricing or frustrated over something with their unit, own the frustrating circumstance. Make sure you stay calm and rational with them. Remember, you are a consultant that they should trust, and it is best to be empathetic and professional at all times.

When exiting the call, try to move on without spending too much time chit-chatting with the customer. Offer to answer questions by giving your contact information or the office's contact information.

Transcript

Click on a timestamp to play from that location

0:00.0	This episode is made possible by Generous Support from Testo and Carrier.
0:07.0	And thank you to Testo and Carrier for sort of seeing the writing on the wall,
0:10.0	recognizing that we have a shortage of technicians now, but that's only going to get more and more.
0:14.8	And using mediums like podcasting and social media in order to get the word out about best
0:19.4	tech practices and get people interested in the trade really is a worthwhile investment.
0:24.0	Both Testo and Carrier have seen that and they've been willing to partner with us and I for
0:28.1	one certainly appreciate it. And now, the guy who thinks thermodynamics makes for good dinner conversation, and also wonders why he has no friends.
0:45.0	Brian Orr.
0:47.0	Thank you Joel Sharpton and I don't wonder why I have no friends.
0:51.0	I'm pretty sure I know why I have no friends.
0:53.2	Actually, I have some friends on Facebook, some other technicians who like to talk about
0:56.7	nerdy things like Thermics and Secrometrics and customer service and
1:00.0	things like that, but hopefully you're one of those types of people who
1:03.4	likes being a technician and likes the world of HVACR.
1:07.4	So today is the second part of my conversation with Les Fork on the customer service approach, especially with residential
1:15.0	service calls, and we're going to get right into the outside unit.
1:18.4	So up to this point, we've kind of talked about the start of the day, the approach to the service
1:22.3	call, the indoor unit, and now we're the
1:23.0	indoor unit and now we're moving outside and we're gonna do the outside
1:27.0	and then wrapping up the service call.
1:29.0	So here's less fork.
1:30.0	Now we're moving to the outdoor unit. Now you've checked your
	...

Please login to see the full transcript.

Previous episode | Next episode

Disclaimer: The podcast and artwork embedded on this page are from Bryan Orr, and are the property of its owner and not affiliated with or endorsed by Tapesearch.

Generated transcripts are the property of Bryan Orr and are distributed freely under the Fair Use doctrine. Transcripts generated by Tapesearch are not guaranteed to be accurate.