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No matter how good a product is or how skilled a company’s staff, the thing most customers remember about a business interaction is the level of customer service. The HVAC industry is no different. Homeowners not only want reliable equipment and a professional installation, but also a high level of customer service before, during and after a repair or installation.

So what constitutes top-of-the-line customer service in the HVAC industry? Here are some suggestions about what to look for.

Communication

Look for an HVAC consultant with patience, good communication skills, courteous behavior and the ability to answer questions in sufficient detail (without overwhelming you) so you have a thorough understanding of procedures.

You should expect a visit from the consultant and a thorough inspection of your equipment along with a written estimate of repair or replacement costs. The consultant should also gather extensive data about your home for computer analysis to determine the correct size of equipment for HVAC installations.

Good communication starts from the time the customer calls or emails a request for service. The consultant’s website should be easy to navigate; the person answering the phone should be friendly and act as if the customer is important. You should never be made to hold for long periods or be sent through a directory maze, ending up with a person who can’t help you.

Good Work Ethic

Your consultant should see the job through in a timely manner, from start to finish. Long delays after a job is started are unacceptable. If a job must be prolonged for some reason, the technician should provide a thorough explanation.

Good Appearance

Service trucks should be clean and in good repair, with the company logo displayed. Whether technicians wear uniforms or street clothes, they should look clean, well groomed and professional.

Follow-Up

An HVAC contractor should care about customer satisfaction and should contact you to determine how satisfied you were with the service.

For more on good customer service, contact NisAir Air Conditioning and Heating. We serve Martin, Palm Beach, Indian River and St. Lucie counties.

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