{"id":774,"date":"2019-11-20T19:54:35","date_gmt":"2019-11-20T19:54:35","guid":{"rendered":"https:\/\/ebandlmarketing.com\/blog\/?p=774"},"modified":"2019-11-20T19:54:35","modified_gmt":"2019-11-20T19:54:35","slug":"keep-em-happy","status":"publish","type":"post","link":"https:\/\/ebandlmarketing.com\/blog\/keep-em-happy\/","title":{"rendered":"Keep ’em happy"},"content":{"rendered":"

HVAC Happy Calls<\/strong><\/h2>\n

It\u2019s Friday morning.\u00a0 You grab your second cup of coffee of the day and sit down to make a \u201chappy call\u201d to Mrs. Jones, the elderly customer you just installed a new ductless system for.\u00a0 \u201cHow\u2019s it going with the new system?\u201d you ask her.<\/p>\n

\u201cWell, actually it\u2019s not working right.\u201d\u00a0 She tells you.\u00a0 You’re surprised to hear this, so you ask her a few questions and it turns out she\u2019s just a bit confused by the remote.\u00a0 But she didn\u2019t want to call.\u00a0 She didn\u2019t want to be a bother.\u00a0 And she admits she\u2019s a little embarrassed that she can\u2019t see the buttons well and figure out all this newfangled technology.\u00a0 You tell her you\u2019re going to swing by at lunchtime today and go over it with her, and even leave her some written instructions.<\/p>\n

She sounds very relieved and confides in you that her son, who lives out of town and gave her the money for the new system, is getting increasingly angry that it isn\u2019t “working properly.”<\/p>\n

You stop by, get Mrs. Jones back on track and give her son a call while you\u2019re there.\u00a0 He\u2019s surprised and delighted that you made the extra effort to check in and fix the problem.\u00a0 He tells you that instead of writing a nasty online review about how your company takes advantage of the elderly, he\u2019s going to write you a glowing review.<\/p>\n

Whoa!\u00a0 See what just happened there?<\/p>\n

A routine happy call just nipped a potential problem in the bud.<\/strong><\/h2>\n

We\u2019re a big fan of \u201chappy calls\u201d here at EB&L Marketing.\u00a0 For two important reasons.<\/p>\n

    \n
  1. You\u2019ll fend off negative online reviews<\/strong><\/li>\n<\/ol>\n

    Who is more likely to write an online review about your company, a happy customer or an unhappy one?\u00a0 If you said unhappy, you\u2019re correct.\u00a0 It\u2019s an unfortunate characteristic of human nature, but customers who are ticked off are WAY more likely to write a negative review about you than happy customers are to write a positive one.<\/p>\n

    Which really stinks.\u00a0 But you can get ahead of negative reviews by simply picking up the phone and checking in with customers three or four days after an install.\u00a0 They might have a small nagging issue that you can solve over the phone. Or they might have a legitimate beef with your tech, or their new system. Either way, you need to know and address it head on.\u00a0 Before it gets away from you and out on the internet.<\/p>\n

      \n
    1. Customers will believe you care<\/strong><\/li>\n<\/ol>\n

      And what could be better than that?\u00a0 Every HVAC contractors SAYS they care about their customers.\u00a0 But talk is cheap.\u00a0 When you make that call you\u2019re actually SHOWING them, not just saying you do.<\/p>\n

      Is making weekly happy calls a time suck?\u00a0 Yep.\u00a0 But it\u2019s also vital to the health of your brand and your online reputation.\u00a0 And both of those things are worth spending your time protecting.<\/p>\n","protected":false},"excerpt":{"rendered":"

      HVAC Happy Calls It\u2019s Friday morning.\u00a0 You grab your second cup of coffee of the day and sit down to make a \u201chappy call\u201d to Mrs. Jones, the elderly customer you just installed a new ductless system for.\u00a0 \u201cHow\u2019s it going with the new system?\u201d you ask her. \u201cWell, actually it\u2019s not working right.\u201d\u00a0 She tells you.\u00a0 You’re surprised to hear this, so you ask her a few questions and it turns out she\u2019s just a bit confused by the remote.\u00a0 But she didn\u2019t want to call.\u00a0 She didn\u2019t want to be a bother.\u00a0 And she admits she\u2019s a little embarrassed that she can\u2019t see the buttons well and figure out all this newfangled technology.\u00a0 You tell her you\u2019re going to swing by at lunchtime today and go over it with her, and even leave her some written instructions. She sounds very relieved and confides in you that her son, who lives out of town and gave her the money for the new system, is getting increasingly angry that it isn\u2019t “working properly.” You stop by, get Mrs. Jones back on track and give her son a call while you\u2019re there.\u00a0 He\u2019s surprised and delighted that you made the extra…<\/p>\n","protected":false},"author":2,"featured_media":783,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[94,1,11,40,99],"tags":[],"_links":{"self":[{"href":"https:\/\/ebandlmarketing.com\/blog\/wp-json\/wp\/v2\/posts\/774"}],"collection":[{"href":"https:\/\/ebandlmarketing.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/ebandlmarketing.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/ebandlmarketing.com\/blog\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/ebandlmarketing.com\/blog\/wp-json\/wp\/v2\/comments?post=774"}],"version-history":[{"count":5,"href":"https:\/\/ebandlmarketing.com\/blog\/wp-json\/wp\/v2\/posts\/774\/revisions"}],"predecessor-version":[{"id":787,"href":"https:\/\/ebandlmarketing.com\/blog\/wp-json\/wp\/v2\/posts\/774\/revisions\/787"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/ebandlmarketing.com\/blog\/wp-json\/wp\/v2\/media\/783"}],"wp:attachment":[{"href":"https:\/\/ebandlmarketing.com\/blog\/wp-json\/wp\/v2\/media?parent=774"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/ebandlmarketing.com\/blog\/wp-json\/wp\/v2\/categories?post=774"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/ebandlmarketing.com\/blog\/wp-json\/wp\/v2\/tags?post=774"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}