Start the happy call by expressing sincere gratitude for the customer's business and trust in your HVAC services. Let them know how much you value their support and how important their satisfaction is to you.
Make the happy call feel more personalized by addressing the customer by their name and referencing specific details from their HVAC service experience. This shows that you remember and care about their individual needs.
While happy calls can also involve addressing any concerns or issues, make sure to highlight the positive aspects of the customer's experience first. Acknowledge any successful repairs, improved efficiency, or enhanced comfort they have gained through your HVAC services.
Give the customer an opportunity to share their thoughts, feedback, and suggestions. Listen attentively, empathize with their concerns, and provide appropriate responses. This demonstrates your commitment to customer satisfaction and helps build a stronger rapport.
Use the happy call as an opportunity to go the extra mile for your customers. Ask if there's anything else you can help them with or if they have any upcoming HVAC needs. Offer maintenance tips, energy-saving recommendations, or advice on optimizing their system's performance.
Make sure the customer knows how to reach you in case they have any future questions, concerns, or service requests. Share your contact details and assure them of your continued availability and commitment to their HVAC needs.
If the customer expresses satisfaction with your HVAC services during the happy call, kindly request referrals. Let them know that their recommendations are valuable to your business and that you would appreciate any referrals they can provide to friends, family, or colleagues in need of HVAC assistance.
After the happy call, promptly send a personalized thank-you note or email to express your gratitude once again. Reiterate your commitment to their satisfaction and assure them that you're always available to address any future HVAC needs they may have.
Collect and analyze feedback from happy calls to identify patterns, trends, and areas for improvement. Use this information to enhance your HVAC services, address any recurring concerns, and refine your customer engagement strategies.
Implement a system to conduct happy calls at regular intervals, such as after every completed HVAC service or annually for maintenance clients. Consistency in reaching out to customers and gathering feedback helps foster long-term relationships and strengthens customer loyalty.
Concierge customer service isn't just for hotels; it's a white-glove level of service designed to give you the next level in customer loyalty.
Concierge customer service is not just for hotels; it is a white-glove level of premium customer service designed to give you the highest level in customer retention and loyalty.
Once exclusive to five-star hotels and luxury retailers, concierge-style customer service is something today’s top-level home service businesses aspire to deliver. Our Elite Gratitude Done Right Customer Feedback Concierge service delivers to both business owner and their customers!
Primarily, our Customer Feedback Concierge as a trusted advisor who makes calls to your gift recipients to enhance their experience with you.
Even though many use social media to review a company, NOTHINGis more appreciated than an emotional touch of a real person caring about a you. That is why at Gratitude Done Right have developed a white-glove concierge experience.
Here are a few ways we offer a concierge-style customer experience.
1. Offer unexpected happiness
“Surprise and delight,” now a buzzword in influencer circles, is at the core of concierge-style customer service. Unexpected happy calls are the quickest way to a customer’s heart. Why? When someone makes us feel noticed and special, we never forget. We excel at this!
2. Perform random acts of kindness
Naturally, we want the customer experience to unfold without a hitch, but “Stuff” happens. Our great Customer Feedback Concierge steps in to help you remedy the situation. We immediately give you feedback that sometimes goes unsaid by your customers. We help to diffuse any awkward situations with acts of kindness.
Our overarching goal is to develop strong emotional engagements between you and your customers.
3. Provide a better customer experience
Companies that push for digital customer service are for right-channeling customers away from live agents to reduce the cost per interaction, instead directing them to confusing FAQs and dead-end knowledge bases.
We do not want your customers to feel pushed to technology. Our overarching goal is to create positive customer experience they will always remember, because someone ACTUALLY took time to call them and make sure all is well, and they are happy with YOU.
4. Remove customer pain
While concierges are best known for stepping in to fix problems or offer unexpected rewards, true concierge service involves removing the pain from an otherwise painful experience. We deliver to your immediate responses for painful customer experiences. Allowing you the opportunity to make things right.
Each week our Elite Gratitude Done Right program members receive a custom Customer Feedback Report so you can make sure you are optimizing each interaction with customers and building strong customer retention and loyalty programs.
5. Uncover surprise referral ambassadors
That’s right, often we uncover your best word of mouth friends – your ambassadors! And don’t you want to know who these special friends are? We share this valuable information with you, as you likely want to reach out and say, “THANK YOU”!!
09:00 am – 05:00 pm