When you’re running a small business, your customers are gold. If you keep them happy, they’re more likely to buy from you than other prospects you might contact.
That’s why having an HVAC customer database is essential — to help you stay connected to your customers and keep them happy. The database is a feature built into ServiceWorks software, along with other features like online scheduling for your clients, optimizing routes and schedules, and handling payments.
Let’s examine why your HVAC customer database is so important and how to use it to your advantage.
Why you need an HVAC customer database
Think of your HVAC customer database as a synergistically wise client list or a digital Rolodex, but turned up to eleven.
It contains pertinent information about your customers and then some. You can utilize this information to provide more regularity and efficiency for servicing, better customer service, and customer engagement, which means more business, more sales, and by proxy, increased income.
Elements of a Good HVAC Customer Database
Now that you know what a database is and why it’s so crucial for your business, let’s look at some of the information in your HVAC customer database:
- Name; first and last of the homeowner and any other head of household.
- Contact phone number.
- Physical street address of the servicing.
- Billing address (if applicable).
- Email address.
- Equipment owned.
- Last service date.
- Warranty info.
- Club membership info (if your company offers this).
- What method of communication works best (For example, text, email, mail, or phone call)?
If you’re giving personalized service to customers, consider adding any of the following information birthdays, kids’ names, nicknames, or pronouns to the database also.
You may be wondering how to collect this data. First, consider gathering the data organically when setting up your client for their first service. Then, of course, you can add on information as you go, but this will be most efficient for the client and you, and let’s face it, time is money, and we could all use a little more of both.
This a friendly reminder to also consider your customer’s privacy when collecting this information. Let them know their data will not be shared with any entity outside your company, and it’s nice to give them the option to choose whether they wish to receive offers in the mail or by email. Being transparent and having concise communication is vital when running a successful business.
How to store your HVAC customer database
You may wonder how to store all this data. Sure, you can do it manually with spreadsheets, which can be messy and confusing, and no one has time or patience.
So finding the right software program is essential, as it will be the most convenient and efficient way to do this. This is where excellent business management software like ServiceWorks comes in handy with a built-in database function. ServiceWorks collects and files the info you enter into the database, even the HVAC warranty information. Plus, there is a no risk-free 14-day trial. How cool is that?
How to Use Your HVAC customer database
Now that you have your HVAC customer database let’s talk about a few ways to use it.
For starters, you can reach out to clients you haven’t heard from in a while with the potential to get them to take action. Great opening lines for this can be something like “We’re checking furnaces for the winter in your area for the winter and wanted to see if you’d like us to include yours?” or keep it simple, “We’re going to be in your area, we’d love to check your system for you.”
Personalizing mailing lists and email newsletters are created with your collected data. These are a great way to keep in touch with clients and ensure customer satisfaction, ultimately with many repeat customers.
It provides customers with more helpful and personal support in responding to inquiries about the equipment, warranty, servicing, and billing by keeping information organized and personalized.
Your HVAC database is nearly complete
Now you know how to assemble your HVAC customer database and are well on your way to maintaining many long time relationships with your customers and creating new ones. But, of course, the database is just a component of what it takes to make a successful HVAC business; many other factors are at play, such as scheduling, route optimization, billing, and service history.
That’s where a great software program like ServiceWorks comes in because it does all those things and so much more. ServiceWorks acts like an administrative assistant but without the actual cost of hiring another person. Plus, there is a free 14-day trial with no risk (you don’t even have to enter your credit card number). So check out ServiceWorks today; you’ll be glad you did.
