In the world of HVAC, there’s a lot to learn. After all, that’s why trained professionals like you spend years learning the trade and practicing your expertise. So, it’s only natural that customers and even potential clients come to you with their own questions about the industry and exactly what it is that you do. One of the most important pages on your website, whether you realize it or not, is the FAQ page.
Research shows that the FAQ page is the single most popular resource in the self-service world today. Therefore, yours could be what makes or breaks a customer’s decision to work with your company. In this guide, we’ve got the tips, insights, and top questions to get you started on the path to success.
Self-service is in high demand today. As many as 89% of consumers expect companies to offer some type of FAQ resource or another self-service portal. They like the instant gratification that comes from using the Internet to find answers and they often prefer to work with the brands and businesses that help them along the way. When you create a strong FAQ page, you’ll be able to keep up with (or even outpace) the competition.
There are several ways that you can provide self-service to your customers. People like helping themselves but also having the human element available, so it’s all about creating a balance of the types of service that you offer. After all, 73% of consumers report that a good customer service experience is the reason that they choose to work with a business. If you want that business to be yours, read on.
There is a lot that goes into building a strong FAQ page for your HVAC business, but it starts with strategy and structure. Strategy means taking the time to think about how you want to approach this feature and what kinds of information you want to include, as well as what your goals and intentions are with it. Structure refers to how the site is set up, including whether you have a single FAQ page or multiple pages separated by category.
Single pages with dropdowns are also an option. You’ll have to consider the options to see which is best for your specific needs. Think about what your audience wants, too, and while you’re at it, research what the competition is doing. That way, you can take notes about what you should be doing, as well as what you shouldn’t, to get your page ahead of the rest.
We mentioned the choice between a single page and multiple pages of FAQs. This is where organization comes into play. Separate your questions into categories so that they’re easy to find and then decide whether you’re going to organize your page by topic or if you are going to create separate pages for each category.
There’s no right or wrong answer here—it’s about finding what works for your business. You might have to do a little trial and error to see what works best, but that’s just a matter of time and planning. As for topics and categories, HVAC companies will typically have things like:
Make sure that you organize things so that they’re easy to find and choose a navigation that’s equally as simple. Take the time to research the best questions to start with and make sure that you keep a running list of ones you might add later. If you keep these things in mind, you’ll find that it’s much easier to set your FAQ page up for success.
Now, let’s talk about the questions you need to be asking and why.
There are two things of importance here: the fact that you’re answering why and not “if”, and the chance to promote the benefits of using professionals like your business for various HVAC needs. Make sure that you take the time to explain the benefits of working with a professional. Then, explain the necessity of it. For example, when it comes to dealing with complicated central air units with broken compressors, the average person won’t have the ability to fix it themselves. In fact, most people can cause more damage.
This is your chance to sell people on the services you provide and the perks of choosing the pros. It’s also a place where you can invite people to reach out to you so that you can show them just what you can do.
Zones are a common topic for people looking into energy efficiency in their homes. If you have rooms that you want to keep at different temperatures, creating zones might be a good solution.
When it comes to HVAC systems, repairs can be costly. That’s why several people will inquire about the status of their warranty or service plan when something goes wrong. If you are the one that sold them the system, it should be fairly easy to explain how they can figure out whether they’ve still got a warranty or any type of coverage. If you are offering the information to people on a more general basis, suggest they contact their installer, check the date on the unit, and so forth.
The idea here is to offer information, but also to give people the peace of mind that you’ll help them out, even if they aren’t specifically your customer (yet). Plus, it allows you to sell your own systems with premium warranties to ensure that people will never have issues, and so forth. See what we’re doing here?
Every HVAC system is going to need maintenance from time to time. While most people know that, they’re also going to balk at the idea in several instances. That’s when you will want to explain to them the perks of preventive maintenance and care. You can also explain what could go wrong, encouraging people to get regular care to avoid big issues. Again here, it’s as much about being transparent and supportive as it is about providing an actual answer for your readers.
And remember, whenever you’re posing “do I need” questions, always use “why”, not “if.”
The filters on a furnace or air conditioning unit need to be changed regularly. Usually, the longevity of the filter will depend on the quality of the filter, how often the system is used, and whether there are pets, smokers, or other potential allergens or contaminants in the home. Advise people of this and then explain how you can include filter changes as part of a maintenance contract to sell them on your service without actually “selling” anything.
You can also advise on other ways to remember to change filters. Remember, people will appreciate the education and be more likely to work with you for that alone.
This is another common question. People want to know what kind of life they can expect from their central air (or heating) unit. Even though most people understand that there’s no set number for these things, they want to get estimates of the average lifespan of central air units, furnaces, and other systems. Be sure to explain first that several variables are involved in determining the lifespan of an HVAC system. Then, advise people of the average ranges for central air units, window units, and furnaces, which should cover the biggest systems in this field.
For example, the average lifespan of an air conditioning system in your home is 10-15 years, depending on things like frequency of use, maintenance and care, and other elements. Give people information, but then suggest they reach out to you for a more exact estimate and more detailed information about their specific unit.
People love putting companies between a rock and a hard place by asking questions like this. They are trying to get things fixed for the cheapest cost, but they know that sometimes, it might be a good idea to upgrade. And of course, they don’t even consider that this answer is determined on a case-by-case basis. For example, someone with a newer system and minor repair could be good with a simple fix. On the other hand, a system that’s 10 years old and needs a new compressor could be well-worth replacing with an upgraded, more efficient model.
BTUs, or British Thermal Units, are the units used to measure hot and cold energy. As you know, one BTU describes how much energy will be required to increase or decrease the temperature by one degree for a pound of water. BTU ratings, as you know, are generally determined based on the square footage of the home. When people are trying to buy heating and cooling systems and they see terms like “BTU”, they may not know what that means or what relevance it has to their buying decision. By educating them, you’re helping them stay ahead of the game and ensure that they get the right system for their home.
Furnace units all have different lifespans, just like central air units. However, you’ll want to cover both in your FAQ to ensure that people understand that. The average furnace will run for 15 to 20 years, or about 5 years longer than the average central air unit. This all depends on the quality of the system and its installation, the maintenance and care of the system, and how frequently it is used. Explain all of these things to people and then suggest that if they’re worried about their system needing to be replaced, they should contact you about having the system inspected to determine the best course of action.
Of course, everyone wants to know about the money involved here. Unfortunately, as you know, there’s no easy way to put an average cost on HVAC repairs. There are so many variables here, including everything from minor issues to major system replacements, and the fact that some parts or systems might be more expensive to install or maintain. Instead of just listing an arbitrary price here, explain how you charge and what you charge for various services, such as if you charge hourly or by the job.
You can also tell people if different repairs have different cost factors, such as the price of parts or dealing with the disposal of these often-hazardous parts and materials.
You’ve got a business to run, and you probably don’t have a lot of spare time to be answering phones and waiting around for people on the website chat server. Of course, it can also be costly to hire in-house staff to handle it all. The solution? Partner with the dedicated virtual receptionists at Smith.ai and get customized communication solutions for your HVAC business that fit your needs and your budget.
Our team is available 24 hours a day, seven days a week, and can handle everything from after-hours phone calls and live chat to Facebook message answering, scheduling, lead intake, and so much more. Plus, we’ll help you come up with the perfect strategy for managing all of it so that you can trust that your communications are in good hands.
Customer service is the pinnacle of success in today’s world. People have so many options that they want to know they’re working with a brand that will give them the personalized service that they deserve. It’s easier than you think to get started on your relationship with our virtual receptionists, and it will serve your business in many different ways.
To learn more, schedule a consultation to discuss what our 24/7 virtual receptionists bring to the table for your HVAC business, from calls and chats to text message answering, and more. You will also find us at email@example.com or (650) 727-6484.
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