Stop Choosing for Your Customers: Building a Better HVAC Customer Journey with Barry Gates
Episode notes
HVAC technicians often enter the industry because they enjoy fixing equipment—not because they enjoy selling or having difficult conversations with homeowners. But without strong communication skills, a technician may unintentionally make decisions for customers instead of giving them meaningful choices.
In Episode 12 of Accelerated HVAC Success, Ben Middleton talks with Barry Gates, Vice President of Power Selling Pros, about creating a consistent customer experience from the initial phone call through the technician visit, comfort-advisor handoff, installation and follow-up.
They discuss financing, presenting multiple repair and replacement options, taking homeowners on a complete home tour and using ride-alongs and ongoing coaching to improve technician communication. Barry also explains why customer-experience training must extend beyond CSRs and technicians to company owners and leadership.
Protecting customers doesn’t mean choosing for them. It means educating them, presenting appropriate options and allowing them to decide.