Running an HVAC business can be unpredictable. One minute you are on a roof fixing an AC unit, the next you are heading across town to check on a furnace that stopped working. Answering the phone isn’t always possible while juggling different tasks. But every missed call could be a missed job. That is why you may want to invest in an answering service for hvac contractors.
Using an answering service the right way can take a lot of pressure off your shoulders. It helps you stay connected with customers and book more appointments. Also, it allows you to offer better service without having to constantly be on your phone. To make the most out of an answering service, HVAC contractors should consider the following tips:
Be Clear About What You Need
Take a moment to think about what your business needs before setting up an answering service. Do you just need someone to take messages after hours? Or do you want them to handle all your incoming calls throughout the day?
Some HVAC contractors only need help when call volume is high. Others want a service available around the clock, especially for emergency calls. Knowing what you want ahead of time will help you find a service that fits your workflow and supports your goals.
Set Clear Instructions for Emergencies
HVAC contractors use answering services to handle emergencies that occur after regular business hours. But not every call is an emergency. So, you will want to give your answering service clear instructions on what counts as urgent and what does not.
For example, you might want emergency calls patched through to your on-call tech while routine service requests get logged for the next day. You can also create a list of common emergency issues like no heat in winter or AC failure in extreme heat, so the receptionist knows when to escalate the call.
Use a Custom Call Script
Your business has a unique voice that must be kept consistent. This can be done by creating a custom call script for the answering service to follow. This script should include how the receptionist greets callers, what questions they should ask, and what details they need to collect.
For HVAC calls, it is helpful for receptionists to ask things such as the specific issue and whether the appliance is completely not working or just running poorly. The receptionist can also about the system’s brand or model and the when the issue started.
Have Them Book Appointments
Some answering services can schedule appointments directly on your calendar. This can be a huge time-saver, especially during busy seasons. Make sure your calendar is up to date and that your availability is clear. You can even block out times for emergency calls or specific types of jobs.
Let the service know how long your typical appointments take and what info they should gather before booking. This ensures everything runs smoothly and helps you avoid double bookings or unnecessary back-and-forth with customers.
Keep Your Messages Organized
A good answering service should deliver messages in a way that works best for you. Make sure you are getting all the information you need whether you prefer emails or app notifications. You might also want separate alerts for different kinds of calls like leads or questions about billing. Keeping things organized helps you prioritize your time and respond quickly to what matters most.
Use the Service During High-Volume Times
Sometimes, HVAC businesses get flooded with calls. Your phone might be ringing nonstop during summer heatwaves or winter freezes. This is when an answering service becomes even more valuable.
They can answer overflow calls and take down details. Also, they can help calm stressed-out customers who are desperate for help. Even if you cannot get to every job right away, customers appreciate talking to someone who listens and promises a callback. That human touch goes a long way.
