In this video, Joshua Griffin goes through a skill that many HVAC companies fail at. A company can be good at fixing air conditioners, installing furnaces, and even providing good prices… But if they have poor customer service, especially on the initial phone call, they may not be, someone you want to deal with. Josh goes through some of the phone etiquette problems that he sees in our industry and why there may be a disconnect from this generation when it comes to these skills.
For more information on Griffin Air, visit https://www.griffinair.net/
For more information on New HVAC Guide, visit https://www.newhvacguide.com/overview
*Need Financing for your HVAC? Visit https://www.newhvacguide.com/financing
*Own a Service Biz and want to grow? Visit https://www.newhvacguide.com/mastermindgroup
*Our favorite products?
Favorite Thermostat click here: https://amzn.to/3wt3Vwh
Favorite Air Cleaner here: https://www.daikinairpurifier.com/?affiliate_code=ThMSZHEks4&referring_service=link
Favorite Air Filter here: https://amzn.to/3vpVbWl
Air Tester/Monitor here: https://amzn.to/3oJ3LvD
Dehumidifier here: https://amzn.to/3Q4woPp
Humidifier here: https://amzn.to/3ilZ9vq
Smart Vent here: https://amzn.to/3JDfGDX
HVAC Soft Start: https://amzn.to/3kMXlwT
HVAC Guide for Homeowners is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program to provide a means for sites to earn advertising fees by advertising and linking to amazon.com. Amazon offers a small commission on products sold through their affiliate links. Each of your purchases via our Amazon affiliation links supports our cause at no additional cost to you.
Griffin Air and Joshua Griffin have partnered with Daikin on multiple projects. FTC requires disclosure of these relationships due to the compensation received.
#airconditioning #refrigerant #americanstandard
For more information on Griffin Air, visit https://www.griffinair.net/
For more information on New HVAC Guide, visit https://www.newhvacguide.com/overview
*Need Financing for your HVAC? Visit https://www.newhvacguide.com/financing
*Own a Service Biz and want to grow? Visit https://www.newhvacguide.com/mastermindgroup
*Our favorite products?
Favorite Thermostat click here: https://amzn.to/3wt3Vwh
Favorite Air Cleaner here: https://www.daikinairpurifier.com/?affiliate_code=ThMSZHEks4&referring_service=link
Favorite Air Filter here: https://amzn.to/3vpVbWl
Air Tester/Monitor here: https://amzn.to/3oJ3LvD
Dehumidifier here: https://amzn.to/3Q4woPp
Humidifier here: https://amzn.to/3ilZ9vq
Smart Vent here: https://amzn.to/3JDfGDX
HVAC Soft Start: https://amzn.to/3kMXlwT
HVAC Guide for Homeowners is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program to provide a means for sites to earn advertising fees by advertising and linking to amazon.com. Amazon offers a small commission on products sold through their affiliate links. Each of your purchases via our Amazon affiliation links supports our cause at no additional cost to you.
Griffin Air and Joshua Griffin have partnered with Daikin on multiple projects. FTC requires disclosure of these relationships due to the compensation received.
#airconditioning #refrigerant #americanstandard
Hey guys I Thought I would do a quick video on a big problem I See not just in our industry, but just in general I Help folks with our website where you know sometimes I'm actually speaking to other heating and air companies across the country and one thing that's been amazing to me is how low some of the phone etiquette skills are. No wonder some of these companies have to hire call centers and things like that to answer their phones. I Was in my own office a couple weeks ago when the girl at our office that answers all of our calls she took a phone call and they asked for me and I was tied up and so she just said Josh isn't available at the moment and so they hung up on her. The thing is, is there any repercussions for being that unkind? No.
I mean we didn't even know who they were. Maybe they might see this video, but it's just amazing to me as we go through this that I Remember folks talking about how high schools and even some colleges? They don't talk about some of the life skills that kids need to have when they become an adult. For example, some kids are graduating high school and they've never been taught how to write a check, right? And maybe that's a thing. In the past, checkbooks aren't quite what they used to be.
They're never taught how to you know, do The Ledger and keep track of their bills. Or another big one is they're never taught how to properly go to a job interview, How to properly do a resume and things like that. and I think phone etiquette is another one of them. that as I navigate through this and help people the fact that you should say have a good day, goodbye goodbye when you're getting off the phone I'll have literally companies that are in business have now I Don't blame the company, at least not a hundred percent I Blame the person that is working for that company.
Mostly it's not the fault of the company that they hired a a hundred percent. but you know if you're done speaking to someone on the phone, you don't just hang up you say hey, I'm gonna let you go I'm gonna go back to what I was working on or or hey, have a good day I'm going to get off this phone or whatever it is you say to end that conversation and then you say goodbye bye bye, have a good day letting them know the conversation is now over on your end. It's just amazing to me, The the phone etiquette, the skills of just having a simple conversation on the phone is maybe that's because of the the whole generational thing. Maybe this this group of folks, you know, this generation they're They're more on the texting side of things.
the emailing, the the instant messaging and there is no phone etiquette. They never have to learn it. They're able to do things I know there are heating and air companies that have the ability to text with, uh, their customers. We have that as well.
but we usually try to at least have a conversation with someone on the other end just to make sure that they're not some sort of you know scammer or something and get their information and stuff like that looks like my camera cut off there. But I will wrap up with this: Do you think I'm off base? Do you think that you know I'm just an old-timer that's worried about a skill that no longer matters. Or do you agree with me? Do you feel like that? You know folks should be a little. At least have a little better etiquette when they're having conversations on the phone. I'd love to hear about that. Please comment down below. Thanks for watching Hit that subscribe button. We'll see you next time.
100%! 👏🏼 I can’t believe how bad this has gotten. I’m used to saying “hello, this is Michelle from so and so company, How may I help you?” I couldn’t even begin to tell you how often I’ve called places and have NO CLUE as to who I’m speaking with or even asked “How may I help you?” They just blurt out “so and so company” and wait for me to address them. It’s horrible
Our csr's are the worst I've ever seen or heard. Customers always complain to me at how bad they are. 💯 spot on.
I recently found your channel, and I love what you have to say. Thank you for the service you provide! As a future video, I’d be curious to hear your thoughts on the NATE Ready to Work certification for someone interested in getting into the HVAC field without previous experience or training. I recently obtained my EPA 608 – Universal through an app for free called SkillCat (it actually wasn’t very hard), and they offer RTW training for free as well. I would have to pay 50$ for the actual RTW exam, though. Is it worth the time and money to pursue it? In the industry, what other certifications are worth pursuing, even if once in the field with experience? Thanks!!
Good manners should always matter!
Schools basically are prisons.
100%
So true. People have zero etiquette these days, especially young people. It's the loss of the social aspect of life, brought on by smart phones.
I think that if you are a great technician people will over look your customers service skills. I’ve dealt with contractors or mechanics with great costumer service but we’re bad workers.
Same thing as gas stations. Go to the check out and they are either on their phones or else chatting it up with another co worker. Barely even acknowledge your standing there.
Well…..you don’t look like an old timer…..but you speak the truth.
I would say you are on target. The first point of contact with any company needs to be good. Businesses who hire just anyone to work the front desk and phones is taking a huge risk of losing new and existing business when they have an unexperienced office person working with the public. They need to have common sense and some interaction skills first then, the company needs to train them how they want them to interact with the public and other tasks. I know I have called businesses and hung up only to call again hoping to get a different person because the first one didn't satisfy me for more than 3 seconds.
Here's one for you, do high schools still have typing classes? Compared to the 1970's typing is in more demand than it was in the past or prior to 1990
I thought it was common courtesy all around even if you wanna be a prick you can’t be ., weird Service area Barrhaven??
I totally agree
Had a call from New pro windows
The woman who called me hung up when I told her my windows are only 5 years old🤔🤔🧐😨
That makes New pro the last company I want in the future Josh, as well as not recommending them to anyone.
Aggressive marketing
How do companies like this do well????
We've all had these calls, but holy moses
I totally agree Josh! I am big on great customer service. If I call and they are rude or if I leave a message to have them call me back and they don’t I will take my business elsewhere because they obviously don’t want mine. Thanks for the video. Are you in Nepean ?
I totally agree.