Personal Connection and the HVAC Industry: Teach Technicians People Skills to Recession-Proof Your Business

Like most service-based industries, the HVAC industry is heavily reliant on technicians. These technicians not only should be good at their craft, but also have people skills. Because repairs are often confusing, it is up to the technician to explain them to the customer in layperson’s terms. Technicians need to build trust through personally connecting with their customer. This can be achieved by teaching people skills, which is what is going to make for a recession-proof industry in the long run.

Patience and understanding

HVAC technicians interact with people both on the residential and commercial level, including homeowners, property managers, and superintendents. These people don’t always know and understand the language used in the industry. They need to treat their customers and space like their own home or their grandmother’s. Technicians have the responsibility to listen carefully and patiently to the customer’s problem, knowing what questions to ask. These professionals have to understand the customer’s problem well enough to be able to know how to fix it. Being patient and listening attentively shows that you respect their knowledge level.

Not every type of building is going to have the same options when it comes to repairs. Some are going to require more problem solving than others. Train technicians to critically think about the problem at hand instead of approaching each problem the same way. This shows knowledge and expertise, further building trust with the client.

Explaining repairs and procedures

Residential and commercial clients rely on technicians to explain the procedures and repairs to them in a transparent manner. They expect the technician to be knowledgeable while also communicating what needs to be done with simple language. Technicians need to have the people skills to be able to properly communicate what needs to be done to their clients, so they have a general understanding of the problem and the solution.

People skills

With people skills, technicians need to positively relate to customers. Through a positive relation, HVAC professionals have an easier time selling their services to residential and commercial customers. Part of a technician’s job is to be a salesperson, and to do that, they need to have great customer service skills. This entails getting down to the root cause of their customer’s pain points and offer a solution that will address them effectively and efficiently.

Build rapport

While engaging in small talk with customers, HVAC technicians are able to build a rapport during conversation. This helps both their residential and commercial customers feel comfortable and establish trust with the technicians. Building trust with the client as a service provider helps the technicians establish a personal connection with them, making them feel like they can be a customer for life.

People skills are critical to have in any service-based industry. It is the one skill set that can’t be automated and are the most appreciated by customers. Customers feel a sense of trust when talking to HVAC technicians who take the time to establish a personal connection with them. They are more willing to be receptive to the services at hand, making for life-long customers. These are the skills that will help any HVAC technician and company survive in a recession.

Featured photo | Chris Dickens