INDUSTRY INSIGHT
www.heatingandventilating.net
Tim Morris, MD of inbound communications specialist, Cymphony,
T
he key to running a successful heating and ventilating business is being able to communicate with customers effectively,
ensuring exceptional service that they will never consider calling someone else to handle a job. However, emergencies do not always occur at the most convenient times, so utilising communications tech to ensure you can deliver the very best service at any time of day is vitally important. Did you know that missing a customer enquiry – no matter the time of day - means your heating and ventilation business is potentially losing out on thousands of pounds? This is why it is essential to equip your operation with inbound communication technology to help your business maximise profits, capture leads and ensure your reputation stays intact by helping you deal with stressed customers in the most professional (and worry-free) manner possible.
Establish a great work-life balance
One of the main benefits of communications tech is that it can help you foster a great work life balance. The idea of having no downtime can be daunting, but it is important to realise that just because your business is operating 24/7, it doesn’t mean you have to be too. Using inbound communications tech ensures that calls, live chat requests and emails your business receives are dealt with immediately by a customer service professional. These services are also ideal for small businesses or start-ups because you only pay for what you use - making it far more cost-effective than hiring a full-time employee.
Protect your reputation
To provide a winning service, when a customer picks up the phone, their call should be answered within the first three rings. These days, customers are no longer willing to wait for information, and in such a competitive market, prompt customer service has become a pivotal differentiator for heating and ventilation businesses. Suppose they approach you over email or social media. In that case, you should aim to get back to any enquiry a customer makes as quickly as possible (we are talking seconds to
30 January 2023
Communications tech helps businesses deliver 24/7 service
Tim Morris, MD of inbound communications specialist, Cymphony, believes that whether you own a company with 100+ employees or are a one-person band, communications technology can help businesses thrive and that applies to plumbing and heating businesses too
minutes) through whatever channel they contacted you on. Communication technologies can help you do this and show your customers that you care. Also, customers want to know that their email has been received and that help is on the way. And, when concerns, problems or complaints go ignored, additional frustrations can emerge, affecting your relationships long term. To combat this, you could use an email autoresponder to automatically let a customer know you have received their email and that they should expect action to be taken soon. Most importantly, ensure you respond in the time frame you have committed to and meet the expectations you have set for your customer – this way, you will ensure your reputation remains intact.
Boost profits with a great ‘speed to lead’
When someone faces a heating, plumbing or ventilation issue, nine times out of 10 they will head straight to Google to find someone who can help them. This opens up the perfect opportunity for your business to capitalise on the demand of urgency. To
start with, I recommend upgrading your customer relationship management (CRM) tools. Using a CRM tool is a great way to capture more leads and allows you to gather contact information (name, phone number, email address, etc.). If your CRM system is working well, but you are struggling to reach out to your leads within five minutes of them submitting an enquiry, you could take on a dedicated staff member who operates out of hours - however, this can be costly. Or you could look to outsource to cover all bases. Outsourcing your inbound communication services is a fantastic way to ensure your business fields all calls and social media messages too. Outsourcing certain communication services will
have a considerable impact on your business. For example, by implementing live chat on your website, customers can find out more information, such as your availability and prices, instantly. Utilising a call handling service is another way to ensure your business responds to leads around the clock. Putting you on the front foot when it comes to speed to lead and significantly increasing your chance of converting prospects into customers.
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