Just as a physician diagnoses and treats ailments, technicians diagnose and repair issues within a home’s systems. However, being a good doctor goes beyond fixing what’s broken— it involves thorough diagnostics, effective communication, and providing homeowners with options. Here’s how HVACR, plumbing, and electrical technicians can emulate the qualities of a good doctor to create exceptional customer service experiences.
Discover the Facts with an Over-the- Top Exam and Diagnostic
Like doctors, HVACR and plumbing technicians must be skilled diagnosticians. Rushing through a service call without fully understanding the problem can lead to misdiagnoses and incomplete repairs, ultimately resulting in customer dissatisfaction and potentially call backs!
Proper diagnostics begin with active listening. Just as a doctor listens attentively to a patient’s symptoms, technicians should listen carefully to homeowners’ descriptions of their home’s issues. Encourage homeowners to provide as much detail as possible, even if they think it’s unrelated. Every piece of information can be a clue in solving the problem.
Next, thorough visual inspections are essential. Just as a doctor examines a patient’s physical condition, technicians must inspect the system to identify any visible signs of wear, damage, or malfunction. This is the time to be the eyes and ears of the customer! It’s true that if you live next to the railway sooner or later you stop hearing the train. Technicians should see things and hear things the homeowner may have stopped noticing.
Share Solutions
After conducting diagnostics, technicians should report their findings accurately. Use clear and concise language to describe the issue, its root cause, and the potential consequences if left untreated. Avoid technical jargon that may confuse or intimidate homeowners. Simply share the facts.
Provide homeowners with options for addressing the problem, along with recommendations based on their specific situation. For example, if a furnace is malfunctioning, present repair and replacement options, highlighting the benefits and drawbacks of each. Empower homeowners to make informed decisions about their home’s systems.
“If You See Something, Say Something”
A fundamental principle of being a good doctor is advocating for the wellbeing of patients, even if it means delivering difficult news or raising uncomfortable topics. Similarly, HVACR, plumbing, and electrical technicians should adopt a “see something, say something” approach during service calls.
If technicians notice potential issues unrelated to the reason for the service call, they should bring them to the homeowner’s attention. For example, if a technician servicing an AC unit notices signs of water damage near the unit, they should inform the homeowner and investigate further to determine the cause. Addressing potential problems proactively can prevent costly repairs and disruptions in the future, save money on utilities, or make the equipment last longer.
Playing the Tape Forward
Technicians should emphasize the importance of “playing the tape forward” to homeowners. Just as a doctor warns patients about the potential consequences of neglecting their health, technicians should highlight the long-term effects of ignoring small repairs or failing to replace old equipment.
Explain to homeowners that delaying repairs or neglecting maintenance can lead to further damage or system failures down the line. Illustrate how addressing issues promptly can save them money in the long run by preventing costly repairs or premature replacements.
Providing Outstanding Customer Service
Exceptional customer service is a hallmark of both good doctors and skilled technicians. Beyond technical expertise, fostering trust, empathy, and transparency is essential in building lasting relationships with homeowners.
Communicate clearly and honestly with homeowners throughout the service call, explaining each step of the diagnostic process and any recommended repairs or maintenance. Remember, clear is kind. Be respectful of their time and property, taking care to clean up after completing the work.
Sharing Solutions with Homeowners
Just as doctors present patients with treatment options, technicians should offer homeowners choices when it comes to repairs, replacements, and maintenance plans. This demonstrates respect for the homeowners’ autonomy and allows them to select the solution that best fits their needs and budget.
When presenting options, consider factors such as cost, energy efficiency, and long-term reliability. Provide homeowners with all the information they need to make an informed decision, including the expected benefits and potential drawbacks of each option. Ultimately, the goal is to empower homeowners to take control of their home’s comfort and functionality.
When it comes to service calls, technicians should embody the qualities of a good doctor: Thorough diagnostics, clear communication, proactive advocacy, and exceptional customer service. By approaching each service call with professionalism, empathy, and a commitment to excellence, technicians can create positive experiences for homeowners and ensure the health and longevity of their homes’ systems.
So, remember to be a good doctor— your customers will thank you for it.
Read this article and more in the July/August 2024 edition of ACCA NOW online.
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