4 tips on how to communicate with your customers as we navigate the Coronavirus

We know you’re facing many challenges as an HVAC entrepreneur right now.

In this time of uncertainty, it is helpful to find ways you can continue running your business responsibly while protecting the safety of your team and your customers. Here we provide you with a few tips to communicate with your customers effectively during this time.

1.Communicate with your customers remotely

One tip that has consistently been raised by business strategists is that, regardless of what industry you are on, businesses right now need to communicate with their customers.

Having a clear communication plan can help businesses weather current and future hardships and uncertainty.

Since communication in person is not advisable, using digital platforms to reach out to your customers is key.

You can leverage the platforms you use to market your business, including your website, as well as social media platforms, like your Facebook and LinkedIn business pages. Plus, you can also send out an email campaign, or a message on your business newsletter.

Letting your customers know that you and your team are fully equipped and ready to assist them on any HVAC job is a good message to convey. It lets customers know they can count on you with whatever job they need, whether they’re dealing with a broken A/C, or interested in doing a UV installation.

Though making sure your customers know you can help them with their HVAC needs is an important message, how you craft your message in these circumstances is just as important.

2.Make sure your communications to your customers have the appropriate tone

We are in the midst of a national emergency. So setting the right tone when you communicate with your customers is key.

It is very helpful at this time to stress to your customers that your business is taking all necessary precautions to keep them and your team safe.

A simple way to do this is to come up with and provide your customers a simple set of guidelines that can help assure them your business is taking coronavirus seriously. And make clear that your team will be taking necessary precautions during their home visit to do the job.

This includes providing your customers a set of Safety Guidelines and Interaction Guidelines for Customers and Technicians that clarify for your customers what your safety procedures are during the job. And then posting those on your business’ webpage, newsletter and email (or all 3).

With these two sets of guidelines, you can provide your customers peace of mind. Both items can go a long way in helping ease your customers anxiety. And feel reassured you’re being proactive in minimizing coronavirus associated risks.

Plus, by informing customers how they need to interact with your technicians, you also protect your team.

Once you have your own safety guidelines in place that every customer has access to, there’s one final piece of communication we suggest you consider.

3.Make sure in your communication with customers, you are clear on what HVAC products can do

Right now, the airborne nature of the coronavirus, as well as the fact that people are spending a lot more time indoors, has increased demand for certain air quality services.

While some customers may be looking to improve the overall air quality of their home to increase their comfort, others could be looking for magic bullet HVAC products that can “prevent” coronavirus.

And there simply isn’t such a product.

While the ASHRAE (American Society of Heating, Refrigerating and Air-Conditioning Engineers) affirmed recently that ventilation, particle filtration and UV installs can be beneficial products for consumers, they reject any claim that these products can prevent coronavirus from spreading.

Instead, what these products CAN DO is improve your customer home’s air quality.

In this moment of crisis, it’s important you maintain your business’ reputation by communicating clearly to your customers that installing these systems won’t stop the spread of the coronavirus.

Instead, it’s a good idea to educate them on how these products can improve their overall comfort and general health, particularly if they or a member of their family has allergies or other type of sensitivity.

In the end, laying the groundwork now to communicate effectively with your customers and your employees can pay big dividends down the road.

In the meantime, keep in mind that customers are counting on you and your team to support their homes and their families in this time of crisis.

Once this event is behind us, they will remember how you communicated with them. So take the opportunity to communicate with them effectively now, and give yourself the opportunity to earn their trust and loyalty on the long term.

4.One more way to communicate with your customers remotely using Credit for Comfort

Our final communication tip is to use Credit for Comfort’s digital app to offer financing remotely to your customers. This way, you help reduce onsite visits of your team to customers’ homes, while continuing to provide them with a financing option.

Here are a couple of ways in which our financing platform helps you do this:

  • Credit for Comfort’s Easylink feature allows you to email or text your customers their financing application so they can fill it out, at their convenience, on their own device
  • Our Comfort button gives your customers the flexibility to apply directly on your website

If you need any assistance in getting your Comfort Button set up or with anything else, please reach out through our App chat box or schedule a refresher call.

We are here to support your business and wish you the best of health and safety in the future.


Mario Cruz
Credit for Comfort 

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Fiorella Cotrina
Fiorella Cotrina is Content Manager at Watsco Ventures. She can be contacted at fcotrina@watscoventures.com

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