Transparency and reliability of companies helps turn customers into clients
When it comes to taking care of their heating and cooling systems, consumers are more likely to wait until their equipment is broken to call an HVAC company. However, this is not the only way to do it; consumers can be proactive and schedule regular maintenance check-ups, which are made easier with service agreements. Aaron Salow, CEO of XOi Technologies, said HVAC systems are something people all take for granted at some point — they expect their homes to always be cool or warm, even though those systems decay over time.
“You don’t want to be sitting there on the Fourth of July in the middle of a cookout and not have air conditioning,” explained Salow. “You need to be able to explain appropriately to the customer that watching and getting ahead of breaks matters.”
Salow added that selling service agreements can help build a bond of trust between an HVAC company and its customers because many times, the same technician will be sent to the consumer’s house or commercial space. He also explained that consumers are growing more and more invested in transparency and visibility, which is why technicians on the job should be documenting their work through photos and videos so that they can effectively explain the problem to their customer. These visuals serve another purpose, as they can be used later on by the company to sell more agreements.
“They get permission from that customer they documented and say, ‘Hey, I want to give you a special discount or service agreement for permission to use this documentation within our sales and marketing materials,’” said Salow.
From XOi’s perspective, Salow said the connectivity of the brand from the contractor to the end customer is what’s going build trust and develop a good business relationship over time. He explained that at the end of the day, the consumer is typically undereducated about the industries they’re asking the service of, so by leveraging visibility and creating extra touch points, HVAC companies can show their customers what their systems really needs — and in return, the consumers will be more inclined to trust them to get it done.
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Aaron Salow, CEO, XOi Technologies
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