This short episode is Andy Holt’s session from the Bry-X stage of the 7th Annual HVACR Training Symposium: Communications Might Be Your Best Tool. In this session, Andy covers some key communication and customer service principles that can help you become a better technician. In the end, customers won’t remember your technical knowledge; they will remember how you made them feel, and that’s why good communication is so important.

Andy’s core philosophy is that we aren’t in the HVAC business; we are in the people business and just happen to fix HVAC systems. In many cases, technicians can control the way customers perceive them; while some technicians may not care about how the customer perceives them, owning and being aware of our mannerisms and way of speaking can go a long way to build good relationships. Having a clear process that is open to adaptation is the key to creating a good first impression when you greet the customer.

Be cognizant of your mindset when meeting new people as well, as a positive outlook will make it easier to speak pleasantly (verbal communication) and show welcoming body language (nonverbal communication). Nonverbal communication is a huge part of communication, including tone of voice, gestures, and eye contact; attentive but variable eye contact, a solid handshake, a friendly tone of voice, and especially a smile can do a lot to put customers at ease and make them feel satisfied with your service.

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