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NORA Oilheat Technicians Manual

Chapter 17—Customer Service 17-7 sees. You are the person whom the customer trusts with his family’s safety, warmth, and comfort. Keep this in mind at all times. Image is everything Surveys indicate that many people think oilheat is dirty. This is why your appearance is so important. You have to focus on clean trucks, neat uniforms, clean shoes, clean toolboxes, and leaving the customer’s homes and heating systems cleaner than you found them. Cleanliness implies a higher level of quality in the service rendered. The airline industry has done extensive customer satisfaction research and found that people believe that if they find coffee stains on the food trays, then the airline must not do a good job on engine maintenance. The same applies to our industry— customers often judge the quality of your service by the appearance of the system after you have finished your work. The importance of details can not be overemphasized, especially details that are crucial to creating a positive impression on the customer. Focus on your customer’s heating system Unfortunately, the condition of their furnace and the area around it is the reason so many people think that oilheat is dirty. To insure a bright future for our industry, you have to make cleaning-up of the heating systems a top priority. The customer will judge the quality of the work you have done by the appearance of his heating equipment after you have left. When one of your customers sells their home, the condition of the heating system becomes your best salesperson—or your biggest sales problem. The new homebuyer will look at the condition of the system and draw conclusions about what kind of company left their sticker on it. If the unit is nice and clean, they will probably call you to set up an account. If the unit is a mess, they might not want to buy from the company that left this mess in their nice new home. What do you look like to your customer? What about your image? Is your truck clean? Remember, your truck is a rolling advertisement for your company. What about the inside of your truck? Customers might look-in when you open the doors. What about your tools and toolbox? Customers believe if your tools are in good shape, you are probably a good technician who will show the same respect to their equipment. What about your appearance? Check your appearance before each call and have enough pride in yourself to appear as presentable as possible. It is a good idea to carry an extra uniform shirt in your truck in case the one you are wearing gets dirty. You may want to have a pair of coveralls to protect your uniform on particularly dirty jobs. Try to avoid using your customer’s facilities to wash up. Keep a can of hand cleaner in your truck, consider using protective gloves to keep your hands clean. A word about tobacco Never use tobacco when you are on your customer’s property. Conclusion The extra value that you provide to your customers is what sets your company apart. Your professionalism and dedication are the most valuable things you have to sell. You make your company unique and special. Chapter 17 Customer Service


NORA Oilheat Technicians Manual
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