How Top HVAC Pros Prep for the Wave of Seasonal Emergency Calls
Changing weather and dropping temperatures signal an exciting time for most homeowners. Falling leaves, halloween, football–it’s all nice until the thermostat has a blank screen and that nip in the air moves inside.
Heat is something most homeowners can’t live without, and they’re willing to pay to get it back as soon as possible. That means an influx of opportunities for hvac pros. But only those who are prepared get to cash in. Everyone else gets left out in the cold.
To help you capitalize on all the potential this time of year holds for HVAC businesses, here are five ways you can prepare and be the HVAC business your community can rely on.
Decide where to advertise
The first step to being an HVAC business your community relies on is being a business they know exists. People can only call you if they know your name and number. So where will they see it this season?
Take some time to identify where you can advertise that will put you in front of the greatest number of people. Most businesses default to online ads, but there are several traditional methods that are great for HVAC marketing too.
Busy intersections are great for yard signs and billboards. Service vehicles are basically mobile billboards. You can even sponsor local events or sports teams. No one will turn to a business they don’t know about, but you don’t have to empty your budget to get your name out there either.
However you advertise, just be sure that everything customers might see is updated and accurate. Check your website, facebook page, hold message, voicemail, etc. for the right phone numbers, email addresses, and seasonal specials.
Set expectations with homeowners
A phone call from a homeowner is the most important interaction you’ll have with them. It’s your chance to earn their trust. It’s also the one chance you’ll get to set expectations. Unfortunately, an influx of seasonal-related calls can lead to important details falling through the cracks. So before those calls start, there are two standard operating procedures you should clarify for yourself and your team. .
What counts as an emergency?
Not every situation is an emergency. But most callers think their needs are. If you can’t easily explain what you do and don’t count as an emergency, talking to customers is going to be stressful and confusing all season.
Now is the time to decide what will get immediate attention and what will be less of a priority. Ask yourself and your team:
- Are there situations that are always emergencies?
- Is there anything that might be an emergency if nothing else is going on?
We also recommend writing some quick, canned explanations for customers who don’t understand why their service check up isn’t an emergency. Clarifying these details will help you keep your calendar organized, your stress low, and your callers feeling listened to.
What are you promising (intentionally or unintentionally)?
Homeowners are notorious for hearing what they want to hear, not what you said. This is especially true if they’re emotional or panicking when they call you. Now is a great time to think about the promises you make, the promises customers think you make, and whether you can keep them.
Fall and winter aren’t just great times for earning new business, they’re also a great chance to boost your reputation, earn word of mouth recommendations, and secure long-time customers. But mismatched promises (even the ones you didn’t make) can erase that potential before you knew something went wrong.
Take some time to understand what you’re saying on the phone, what questions you’re hearing regularly, and where confusion typically comes up. If you can address those before the phone starts ringing off the hook, you’ll see reviews, recommendations, and repeat business grow steadily.
Build a triage plan
You’re bound to get emergency calls this time of year. But what happens when they come after hours, in the middle of other jobs, or when you’re en-route to a routine service appointment? Going into the colder seasons without a plan for these moments is a great way to increase your stress and frustrate paying customers.
Now is a great time to work with your techs to figure out how you’ll
- Triage when multiple jobs come in at once
- Communicate schedule reshuffles to customers
- Route after-hours or holiday emergency calls
- Dispatch the right techs at the right times
Your plan doesn’t have to be complex. But you need a plan so that when someone calls you with a broken furnace, you operate like a professional, not a stressed out juggler.
Get ahead of supply issues
You also need to make sure you have the right parts on hand. Supply chain issues might not be your fault, but most customers aren’t that understanding if you have to call back and tell them you can’t get their heating back this week like you promised.
The good news is that you can get ahead of supply issues by taking inventory now. Are you running low on anything? Are there tools you need to replace after a busy summer season?
Here’s an expert tip directly from big supply chain operations. Take some time to contact local suppliers for anything from tools to furnace and A/C units. They can give you a heads up for expected interruptions. Even better, build great relationships with your suppliers and you’ll find yourself taken care of even when other businesses can’t get the supplies they need.
Build a funnel
This season is great for urgent, pricey jobs. But in order to cash the checks, you have to get appointments on your calendar. One of the best ways to turn callers into customers is with a funnel.
In sales, a funnel is a tactic that turns interest into sales or appointments. In the HVAC world, there are several ways to build funnels that work year-round, not just in the fall and winter.
One great option is to advertise seasonal check ups to existing customers. You can remind them that with the season changing, now is a great time to make sure their units are prepared to handle the first freeze. Afterall, they don’t want to be caught in the cold–literally. You can take this further by asking them for a review. You can also offer incentives like a future discount if they recommend you to someone else who needs a check up.
Another option is to create FOMO, or fear of missing out. If someone tells you they’ll call you back, they probably won’t. But if you can get on their calendar, you’ll probably get the job.
There are several ways to do this. One particularly effective option is to waive your estimate fee if they book now. You can throw in other complimentary benefits or perks if you want. But the goal is to show them what they’ll miss out on if they decide to shop around or call you back later.
Stop answering the phone
There are a lot of ways to prepare for the changing seasons. But the best one is to simply stop answering your phone. We know it’s the lifeline of your business, but did you know that it’s your biggest distraction as well?
- Every phone disruption triples your chances of making a mistake on the job
- 80+% of homeowners will call the next business instead of leaving a voicemail if you don’t answer
- The average small business gets 5+ spam calls a day
In the middle of a season where homeowners are willing to pay for fast service, you can’t win against those odds.
But what if you didn’t have to stop what you’re doing to give every caller a premium experience with your business? Signpost makes that possible by becoming your expert receptionist every minute of every day of the year.
Our Live Receptionist and AI services answer everyone that calls your number. We filter the spam, answer questions and guide callers, triage emergencies, and book appointments without needing you or your techs to put down the tools–whether you’re in a customer’s basement or at your own dinner table. And the best part is we design every moment of every interaction to sound like your business, not a call center or annoying robot.
You can level up as a business and a core part of the community this season with plans starting at just $75 a month. Explore everything we can help you stop dealing with here.